Supervisor, Customer Service

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 Supervisor, Customer Success provides operational leadership for the India-based Customer Success team within a global, matrixed Customer Success & Operations organization, with primary responsibility for 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 Supervisor 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 Supervisor, Customer Success has the following responsibilities:

Leadership and Operational Direction:

• Provide visible, inclusive leadership and set clear direction, Success standards, priorities, and accountability for the Customer Success function in India within the global operating model.
• Align routinely with the Senior Manager, Customer Success on functional priorities, performance expectations, customer and business risks, and execution plans for the India Customer Success team.
  • Translate Customer Success Operations strategy into executable team plans, goals, measures, and routines aligned with customer, revenue, quality, and operational objectives.
  • Lead through change by communicating business context, preparing the team for new processes and technologies, and reinforcing adoption and sustained execution.
  • Promote a culture of customer focus, quality, integrity, collaboration, continuous improvement, and equitable employee engagement.
  • Exercise sound financial stewardship, manage resources responsibly, and support business priorities within approved budgets.

Team Management and Capability Building:

• Direct daily team operations and equitably allocate omni-channel work, including orders, quotes, cases, calls, and correspondence, based on volume, skills, priorities, and Success commitments.
• Recruit, onboard, train, coach, and develop Customer Success Representatives, Specialists, and Supervisors to build capability, engagement, and succession readiness.
• Establish clear job expectations and manage performance through regular feedback, recognition, mentoring, development planning, counseling, and corrective action when required.
• Monitor workload, productivity, quality, data accuracy, and Success results; identify gaps and implement targeted coaching, training, and process improvements.
• Ensure employees have the tools, knowledge, procedures, and cross-training needed to deliver consistent, high-quality Success and maintain business continuity.

Customer Escalation and Resolution Management:

• Own and coordinate the timely investigation, documentation, communication, and resolution of complex, sensitive, or high-impact customer complaints and escalations.
• Assess business and customer impact, establish the appropriate urgency, engage accountable partners, and maintain clear ownership through resolution and follow-up.
• Identify recurring complaint and escalation themes, determine root causes with relevant partners, and convert customer feedback into corrective and preventive actions.
• Provide hands-on support across the full order cycle when needed, including quotations, registration, ordering, payment, fulfillment, access, shipment, and post-order concerns.
• Ensure escalation handling follows applicable SOPs, operating manuals, complaint requirements, and customer communication standards.
• Support the Customer Service Manager in reviewing, maintaining, and updating Standard Operating Procedures (SOPs) to ensure Customer Service processes remain accurate, current, and aligned with operational requirements. Conduct periodic reviews of SOPs and identify opportunities for process clarification and improvement.

Operational Governance, Compliance, and Continuous Improvement:

• Develop, maintain, and improve Customer Success policies, SOPs, operating procedures, knowledge resources, and controls to support consistent and compliant execution.
• Ensure adherence to applicable requirements for controlled substances, permits, customs, foreign licensing, shipments, and order documentation.
• Monitor reporting and database accuracy; analyze service, quality, volume, productivity, and complaint data to identify trends, risks, and opportunities.
• Lead or support improvements that strengthen customer experience, service quality, efficiency, productivity, cost effectiveness, and organizational readiness.
• Maintain current knowledge of USP products, service, systems, and Customer Success practices, and perform other related duties or special projects as assigned.
• The Supervisor supports for ISO audits within the India Customer Success department, coordinating audit activities, maintaining compliance documentation, driving corrective actions, and ensuring 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.
• Experience with artificial intelligence (AI), automation, or other emerging technologies in a customer service or business environment is highly desirable. Relevant AI-related training or certifications are considered a strong plus.
• Previous experience in an Order to Cash environment required.

Skills & Competencies:

• Fluency in English required, and a second language strongly preferred.
• Willingness to work in rotational shifts.

• 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.