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Manager, Customer Service

U.S. Pharmacopeia
IND
Full-time
Onsite
Discovered 1 months ago
Customer service operationsQuote-to-order operationsOrder managementTeam leadershipWorkforce managementPerformance management

Full Job Posting

About USP

USP is an independent scientific organization developing quality standards for medicines, dietary supplements, and food ingredients.

The organization works across global locations to strengthen the supply of safe, high-quality medicines worldwide.

Brief Job Overview

The Manager, Customer Service provides operational leadership for the India-based Customer Success team within a global, matrixed Customer Success and Operations organization.

The role is responsible for quote-to-order and order-related customer success activities, including quotes, orders, order changes, order status, fulfillment, pricing, and transactional requests.

The manager translates global strategy and service standards into local execution while leading team performance, workforce management, escalations, process adherence, and continuous improvement.

Team Leadership and Capability Development

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

Customer Operations and Service Excellence

  • Own consistent quote-to-order and order-related customer service outcomes in accordance with established service standards.
  • Lead complex or high-impact customer issues and escalations with clear ownership, communication, and follow-through.
  • Use service, quality, productivity, and customer feedback insights to set priorities, manage risk, and improve customer experience.

Cross-Functional Partnership and Execution

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

Requirements

  • Leadership capability for customer service operations, team development, and performance management.
  • Ability to manage customer requests, complex issues, escalations, and order-related activities across the customer journey.
  • Ability to translate global strategy and service standards into measurable local execution.
  • Ability to collaborate with Finance, Distribution, Trade Compliance, Quality, IT, Sales, Account Management, and Product teams.

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