Team Lead, Customer Experience (Telangana)

Description Who is USP Uniformed language for consistency do not delete 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 s fundamental belief that Equity Excellence manifests in our core value of Passion for Quality through our more than 1 100 talented professionals across five global locations to deliver the mission to strengthen the supply of safe quality medicines and supplements worldwide Brief Job Overview This is a leadership role within the Global Customer Service Department reporting functionally to the US Supervisor of DEA Controls within the Customer Experience Customer Service umbrella In this position the Team Lead is also part of a global team that oversees compliance with DEA Maryland and international regulations regarding the processing of international orders for controlled substances and listed chemicals The role includes working cross-functionally with teams across different regions providing guidance expertise and support in regulatory matters while ensuring consistency in processes globally The Team Lead supervises and ensures the accuracy and efficiency of the DEA export application process guiding and mentoring a team to effectively manage documentation and compliance procedures Key responsibilities include supervising and supporting team members in assisting global customers with complex order and fulfillment processes maintaining high standards of service and fostering a collaborative team environment The Team Lead acts as a subject matter expert advising customers on required documentation for DEA compliance addressing escalated inquiries and resolving product-related concerns They also oversee investigations into customer complaints ensuring timely resolution and process improvements This role requires advanced knowledge of applicable regulations exceptional leadership and communication skills and the ability to balance quality and efficiency in a fast-paced environment The Team Lead ensures maximum goodwill with customers while upholding regulatory standards maintaining operational controls and driving continuous improvement within the team As part of a cross-functional global team the Team Lead works closely with key stakeholders contributing to broader strategic objectives while adhering to local and international compliance standards How will YOU create impact here at USP In this role at USP you contribute to USP s public health mission of increasing equitable access to high-quality safe medicine and improving global health through public standards and related programs In addition as part of our commitment to our employees Global People and Culture in partnership with the Equity Office regularly invests in the professional development of all people managers This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments 30 Perform Quality Review for the Teams 30 Handle Escalations and based on escalation develop FAQ s 20 Monitor Customer Service Team meets the operational targets 10 Manage Monitor Hold reports 10 Assist as backup to the team when CSRs are out of the office Roles and Responsibilities Regulatory Monitoring and Updates Actively monitors and stays up to date on changes to DEA regulations Maryland state laws and international compliance requirements ensuring the team adapts to new regulatory changes Implements changes in processes and procedures to reflect any new DEA or regulatory updates or revisions Cross-Functional Collaboration Coordinates with cross-functional teams such as Legal Compliance Operations Sales and Customer Service to ensure seamless execution of DEA-controlled shipments and compliance adherence across the organization Serves as the point of contact for cross-functional teams and stakeholders across global customer service when addressing complex compliance issues related to controlled substances Process Optimization and Risk Management Leads process optimization efforts to improve efficiency reduce errors and streamline the DEA export process Identifies potential risks related to non-compliance or operational inefficiencies and implements corrective actions to mitigate risks Training and Development Develops training materials and provides ongoing training to new and existing team members on DEA regulations order processing and compliance requirements Creates and delivers regular training sessions to the global customer service team to improve overall knowledge of controlled substances and export regulations Documentation and Reporting Ensures accurate and comprehensive record-keeping for all DEA export orders applications and compliance documents maintaining thorough and organized documentation to meet audit requirements Prepares regular reports for senior management highlighting .