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Sr Customer Experience Associate

United States Pharmacopeia
Frederick, MD
Start date
Sep 9, 2022

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Marketing, Market Research/Customer Experience
Required Education
Associate Degree
Position Type
Full time
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Job Details


Summary of the Position

The Sr. CX Associate will be supporting Customer/Employee Experience related activities and projects within the Service & Support Department. The candidate in this position will be assisting with service quality scorecard inspection and evaluation, identifying opportunities for department training needs and process improvements that help to enhance service quality and consistency, end to end customer journey, and employee experience. The Sr. CX Associate will be responsible to support coordinating department training schedules, maintaining resources and training material content on the department`s MS Teams site, helping with department communications as well as teaming up with leadership on Employee experience related activity planning and execution.

The candidate will support monitoring the department CX survey results by tagging, responding to and/or coordinating customer perception survey follow up requests to the appropriate team members to ensure addressing the cases with priority. The incumbent in this position also performs administrative and office support activities for the Service & Support Department including managing office supplies, sales & distributor contract management, department-controlled form maintenance, managing department POs, payments, and expense reports. The candidate also assists with compliance related screening tasks and associated projects to prevent shipping items to denied parties, releases eligible orders and may also perform data entry/triaging tasks in Salesforce (CRM) as assigned. The Sr. CX Associate will also support UAT and change management related activities of various Service & Support initiatives/enhancements and projects as needed.

Roles and Responsibilities

  • Assists with Service & Support department case quality inspection, evaluation, and data entry for quality scorecards
  • Contributes to identifying knowledge gaps and opportunities to enhance processes, scripting, training materials and Knowledge Base articles contributes to drive improvements to the customer experience and internal efficiencies
  • Coordinates, implements, and partners with Service & Support Leadership team on Employee experience related activity planning and recognition
  • Supports coordinating and planning of individual/group training schedules and invites for the Service & Support department
  • Responsible for managing/updating IVR and salesforce out of office messaging for the Service & Support department for Holidays and as needed
  • Helps with maintaining Service & Support department Teams site and content to keep resources and training materials current
  • Assists with Service & Support department communications as needed
  • Supports monitoring customer perception survey responses for the Service & Support department and assists with responding to and/or routing follow up inquiries from customer perception survey responses to the appropriate team members
  • Responsible for administrative support for the Service & Support department. This includes but not limited to data/document filing and administration, ordering office supplies, opening; and maintaining/tracking department yearly Purchase orders, executing payments for select services and completing expense reports)
  • Manages Sales Contracts required for order to cash transactions for select countries
  • Maintains and files all authorized distributors contracts within Service & Support department
  • Manages and maintains Service & Support department ISO controlled form document list and versioning
  • Performs customers screening to ensure compliance with U.S. Economic Sanctions, Trade and Export regulations as defined by the U.S Department of State, the Bureau of Industry and Security, and the U.S. Commerce Department as needed
  • Releases eligible orders from screening holds as needed
  • Performs data entry tasks- Salesforce case classification/triaging as needed
  • Supports UAT and change management related activities of various Service & Support initiatives/enhancements and projects as needed
  • Complete other duties as assigned

Basic Qualifications

Education and Experience:

  • Minimum 3 years experience working in a customer facing service role
  • Associate Degree in Business Administration or equivalent

Knowledge, Skills and Abilities:

  • Fluency (both written and verbal) in English required
  • Excellent communication skills (written and oral)
  • Familiarity with, and prior use of, CRM systems and ERP systems is a plus
  • Microsoft Office experience required (Word, Excel, and PowerPoint)
  • Ability to learn new technology and applications quickly
  • Strong focus and proven ability to foster a great customer experience
  • Previous experience in a customer service environment preferred
  • Strong interpersonal, analytical and organizational skills
  • Ability to multitask while handling a large volume of work with firm deadlines
  • Positive attitude and team player mentality
  • Strong work ethic and able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Ability work independently with minimal supervision
  • Able to work flexible hours when needed

Preferred Qualifications

  • Bachelors degree (BA/BS) degree preferred
  • Prior experience in life sciences industry (i.e. scientific, pharmaceutical, or healthcare based industry)
  • Previous experience in quality assurance
  • Project management related experience is a plus
  • Passion for improving business results through collaboration and use of analytics
  • Experience with change management and business process improvement initiatives

Supervisory Responsibilities



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

About USP

The U.S. Pharmacopeial Convention (USP) USP is an independent scientific organization that collaborates with the world's top experts in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP brings together more than 1,100 talented professionals across five global locations to deliver its mission to strengthen the supply of safe quality medicines and supplements worldwide. USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, veteran status, sexual orientation, gender identity or any other protected class. We are committed to working with and providing reasonable accommodation to individuals with disabilities. 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.

The following COVID-19 provisions will apply to selected candidate(s) hired:

As a condition of employment with United States Pharmacopeial Conventions (USP) duty to provide and maintain a workplace that is free of known hazards, all employees and contingent staff hired after July 1st, 2021 are required to be fully vaccinated unless a reasonable accommodation is approved. Your recruiter will advise accordingly.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Job Category Customer Service

Job Type Full-Time


USP is an independent, scientific nonprofit organization focused on building trust in the supply of safe, quality medicines. We are working to strengthen the global supply chain so that the medicines people rely on for health are available when needed and work as expected. We do this through establishing public scientific standards and programs that help ensure billons of people around the world have access to safe and quality products.

USP aspires to be a diverse, inclusive, innovative, and engaging organization that empowers and engages staff and volunteers to contribute to its mission to improve global health. We are committed to creating a culture where every employee feels fully empowered and valued irrespective of, but not limited to, personality, race, ethnicity, physical and mental abilities, education, religion, gender identity and expression, life experience, sexual orientation, country of origin, regional differences, work experience, family status, and where they can contribute their full potential to accomplish our mission.

At USP, you’ll join a talented and diverse team of 1,200 scientific, technical and public health professions, working in state-of-the-art facilities and collaborating with the world’s leading experts from industry, academia, healthcare, and government to address public health challenges and advance cutting-edge innovation.

Whether you’re helping to establish new USP standards, creating key resources to address emerging health issues, or providing critical technical assistance in the developing countries, you’ll be inspired by the positive impact your work has on building public trust and a healthier tomorrow.

Find Us
12601 Twinbrook Parkway
United States
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