Pharmaceutical Customer Support Specialist

Position Overview

The Pharmaceutical Customer Support Specialist serves as a primary point of contact for pharmacies, hospitals, and healthcare customers doing business with Morris & Dickson. This role combines customer service, technical troubleshooting, and pharmaceutical operations knowledge to support customers using M&D's ordering channels, web-based platforms, and account services.

Working closely with Sales, Distribution Centers, and internal business partners, you'll help customers resolve ordering issues, navigate technology tools, and ensure a seamless customer experience. The ideal candidate enjoys solving problems, learning new systems, and supporting pharmacies and hospitals in a fast-paced environment.

Schedule

This is a full-time role reporting to the Customer Experience Manager. 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
• Current and/or previous customer support, technical support, or customer success experience
• Experience working in a pharmacy, hospital, healthcare, or pharmaceutical distribution environmed and/or Certified Pharmacy Technician (CPhT) designation is a preferred qualification
• Familiarity with pharmaceutical ordering, inventory management, purchasing workflows, web ordering systems, and/or EDI transactions
• Proficiency with Windows operating systems and Microsoft Office (Word, Excel, Outlook, Teams) Advanced skills
• Familiarity with CRM and ticketing systems such as Freshdesk or Zendesk is preferred

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.