Customer Service Representative

About the role

The Customer Service Representative is responsible for receiving and processing USP’s global customer quotes and orders for reference standards and publication products. The role handles inquiries via email, phone, and fax, resolves problem orders, investigates complaints, and supports both domestic and international customers through complex fulfillment processes.

Key responsibilities

• Receive, review, and process daily customer quotes and orders for USP products.
• Respond to customer inquiries through email, phone, and fax within USP’s 24‑48 business‑hour response standard.
• Investigate and document customer complaints, ensuring timely resolution.
• Resolve problem orders and coordinate with internal teams to correct issues.
• Assist domestic and international customers with complex order and fulfillment procedures.
• Maintain accurate order records and ensure compliance with USP’s Customer Experience Goal Standards.

Required profile

• Ability to process global customer quotes and orders accurately.
• Experience responding to inquiries via email, phone, and fax.
• Capability to investigate and resolve customer complaints and problem orders.
• Skill in assisting both domestic and international customers with complex fulfillment processes.

Required skills

What we offer

• Opportunity to contribute to USP’s public‑health mission of ensuring safe, quality medicines worldwide.
• Inclusive work environment that values diversity, equity, and professional growth.