Supervisor, Customer Service

Description

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 M