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

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential

Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

Work you’ll do

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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

Your role as a leader

At Deloitte India, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters.

In addition to living our purpose, Consultant across our organization:

• Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
• Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities.
• Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results.
• Identifies and embraces our purpose and values and puts these into practice in their professional life.
• Builds relationships and communicates effectively in order to positively influence peers and other stakeholders.

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte

University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our purpose                                                                                                                

Deloitte is led by a purpose: To make an impact that matters.

Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the communities in which we live and work—always striving to be an organization that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte's impact on the world

Recruiter tips

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