Job Title:  Consultant | Customer Experience | Mumbai | Customer Strategy & Design

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 compliance metrics, order fulfillment statistics, and team performance.

1. Escalation and Dispute Resolution:

• Actively leads escalations involving global customers, working directly with customers and internal teams to resolve issues quickly and efficiently, while maintaining a positive relationship with the customer.
• Oversees the resolution of complex cases, including order holds, shipping delays, or regulatory issues that impact the timely fulfillment of controlled substance shipments.

1. Continuous Improvement and Best Practices:

• Champions continuous improvement initiatives for the team, ensuring the use of best practices in handling DEA export processes.
• Leads regular team discussions and feedback sessions to identify areas for improvement and drive the implementation of best practices across the team.

1. Compliance Audits and Internal Control Checks:

• Assists with internal audits and ensures the DEA export team adheres to all internal controls and audit guidelines.
• Participates in external audits or regulatory inspections, ensuring the team is prepared and that documentation is available to meet audit standards.

1. Performance Metrics and KPIs:

• Establishes and tracks key performance indicators (KPIs) related to the DEA export process, including order accuracy, processing time, compliance adherence, and customer satisfaction.
• Continuously evaluates and monitors team performance against established KPIs, ensuring consistent delivery of high-quality service and compliance standards.
• Conducts regular quality reviews to ensure high standards of service and compliance. Analyze trends, identify opportunities for improvement, and address challenges proactively to enhance team performance and customer satisfaction.

1. Customer Relationship Management:

·      Acts as a liaison between the customer and the company to build strong relationships, ensuring trust and satisfaction with the DEA export process.

·      Proactively communicates with key customers to manage expectations and provide status updates on orders, shipments, and compliance-related issues.

How will YOU create impact here at USP?

The position's purpose should provide a high-level overview of why the position exists and briefly identify the most critical priorities of the position. This is an opportunity to highlight any features or duties of the role related explicitly to the Diversity, Equity, Inclusion & Belonging work of the Department.

•                 [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