Manager, Customer Service

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

The Manager, Customer Service provides operational leadership for the India-based Customer Success team within a global, matrixed Customer Success & Operations organization, with primary responsibility for quote-to-order and order-related customer Success activities. The role oversees the day-to-day execution and resolution of customer requests related to quotes, orders, order changes, order status, fulfillment, pricing, and other transactional activities across the customer journey. Working closely with the US-based Senior Manager, Customer Success, the Manager translates global strategy and Success standards into effective local execution, while leading team performance, workforce management, escalations, process adherence, and continuous improvement to drive timely, accurate, and consistent customer outcomes.

How will YOU create impact here at USP?

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The Manager, Customer Service has the following responsibilities:

Team Leadership & Capability Development

• Lead, coach, and develop the India Customer Service team, establishing clear expectations, accountability, engagement, and succession readiness.
• Build workforce capability through effective hiring, onboarding, performance management, targeted development, and cross-training that supports business continuity.
• Create an inclusive, customer-focused culture that reinforces quality, integrity, collaboration, sound judgment, and readiness for change.

Customer Operations & Service Excellence

• Own the consistent delivery of quote-to-order and order-related customer service outcomes, ensuring customer needs are addressed accurately, promptly, and in accordance with established service standards.
• Provide leadership for complex or high-impact customer issues and escalations, maintaining clear ownership, communication, and follow-through to resolution.
• Use service, quality, productivity, and customer feedback insights to set priorities, manage risk, and improve the customer experience.

Cross-Functional Partnership & Execution

• Partner with the Senior Manager, Customer Service to translate global strategy, priorities, and performance expectations into clear plans and measurable outcomes for the India team.
• Build effective partnerships across Finance, Distribution, Trade Compliance, Quality, IT, Sales, Account Management, Product, and other global teams to resolve dependencies and deliver customer and business outcomes.
• Represent Customer Service requirements and customer impact in cross-functional initiatives, system changes, business reviews, and implementation activities.

Operational Excellence, Compliance & Continuous Improvement

• Ensure team execution complies with applicable policies, procedures, quality requirements, and controls related to orders, documentation, controlled substances, permits, customs, licensing, and shipments.
• Lead improvements that strengthen service quality, efficiency, data accuracy, productivity, cost effectiveness, process consistency, and organizational readiness.
• Serve as the lead for ISO audits within the India Customer Service department, coordinating audit readiness, compliance documentation, corrective actions, and adherence to established quality management standards.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

Education & Experience:

• Bachelor’s degree required in a business, sales or related field.
• Minimum of seven (7) years of experience in customer Success, sales, or related field in a multi-cultural environment, preferably for a global organization
• Minimum of three (3) years of people management experience
• In depth knowledge of customer Success principles and practices
• Previous experience in a customer Success environment required.

Skills & Competencies:

• Fluency in English required, and a second language strongly preferred.

• Customer Success focused and ability to provide a high degree of customer Success.

• Must possess ability to handle multiple priorities in a fast-paced environment with a high level for stress tolerance while maintaining composure and enthusiasm.

• Excellent organization, problem analysis, problem solving and decision-making skills, and attention to details required.

• Excellent communication skills (written and oral) and presentation skills are a must.

• Individuals must possess the ability to influence without direct authority.

• Results driven with demonstrated successful outcomes.

• Excellent supervisory skills with a history of building high performing and motivated teams.

• Strong team builder and people leader with the ability and desire to work well with diverse employees and customers in a cooperative and friendly manner.

• Must be able to work independently and in a team environment.

• Must be highly proficient in the use of Microsoft software (word processing, email, spreadsheet, database, and Internet).

• Proficiency in Oracle and CRM systems desired.

• Familiarity with automated order entry systems, Ariba or other EDI processes a plus.

• Good understanding of complaint handling and resolution management.

• Familiarity with imports, exports, customs, and business with other countries strongly preferred.

• Familiarity with the culture(s) in the applicable geography(s) is strongly preferred.

• Candidates must be able to work flexible hours, when needed.

Supervisory Responsibilities

Yes

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.