Customer and Technical Support Specialist

About the Role

Reporting to the Customer Service Manager, the Customer Technical Support Specialist plays a critical role in delivering high-quality customer experience across our products and services. This position serves as a key point of contact for customers, providing technical support, troubleshooting assistance, and timely issue resolution.

You’ll work closely with Sales, distribution centers, and cross-functional teams to ensure seamless ordering experiences and operational success. We’re seeking a service-oriented, detail-focused individual who enjoys problem-solving and takes pride in supporting customers in a fast-paced environment.

Schedule

This is a full-time role. The standard schedule is Monday–Friday, 8:00am–5:00pm

On a rotating basis, approximately every 5–6 weeks, team members are required to work a later shift from 10:00 a.m.–7:00 p.m., Monday–Sunday. Weekend coverage during this rotation is typically light and functions more as an on-call schedule.

What You’ll Do

• Provide technical and customer support via phone, email, and ticketing systems (e.g., Freshdesk, Zendesk)

• Assist customers with web-based ordering systems and troubleshoot issues efficiently

• Support online order portals and EDI platforms, including basic EDI transaction troubleshooting

• Collaborate with Sales, distribution centers, and internal partners to resolve order-related issues

• Investigate customer concerns and implement solutions to improve the overall experience

• Ensure accurate documentation and compliance with DEA guidelines, safety protocols, and quality standards

• Follow up with customers to provide updates and confirm issue resolution

• Participate in ongoing training to expand knowledge of systems, tools, and products

What Success Looks Like

• You provide timely, accurate, and professional support to customers

• You resolve issues efficiently while maintaining strong attention to detail

• You collaborate effectively with teammates and cross-functional partners

• You adapt quickly to new systems, processes, and priorities

• You consistently represent M&D’s values through your work and customer interactions and embody M&D’s values in how you show up and support the team

What You’ll Need to Succeed

• 2+ years of college education or relevant training in a related field

• Proficiency with Windows operating systems and Microsoft Office (Word, Excel, Outlook, Teams) Advanced skills are a plus

• Familiarity with ticketing systems such as Freshdesk or Zendesk

• Basic understanding of web ordering systems and EDI business transactions

Desired Attributes

• Strong verbal and written communication skills

• Customer-focused mindset with solid problem-solving abilities

• Organized, dependable, and comfortable managing multiple priorities

• Ability to work well in a collaborative, team-oriented environment

• Interest in learning technical systems and growing within customer support or operations

Why Join Us

At M&D, you’ll be part of a mission that matters. We take pride in our history, but we’re building for the future and that means investing in people who care about doing meaningful work with a strong, stable company. You’ll find growth opportunities, teammates who have your back, and leaders who support your development. When you bring your best, we make a bigger difference, together.