Position Summary

In this role, you’ll deliver outstanding assistance, ensuring customers have seamless experiences with our products and services. You’ll work closely with our Sales team and play a crucial part in driving customer satisfaction and operational success. Reporting to the Customer Service Manager, the Customer Support Specialist will be the backbone of our Customer Service team.

Key Responsibilities

• Provide top-tier technical support via phone, email, and ticketing systems, such as Freshdesk and Zendesk.
• Assist customers with web ordering systems, troubleshooting issues efficiently.
• Collaborate with distribution centers and various departments to optimize ordering processes.
• Offer technical guidance for our online order portal, focusing on urgent customer needs.
• Investigate and resolve customer complaints by implementing solutions to improve their experiences.
• Ensure adherence to DEA guidelines, safety protocols, and quality standards through accurate documentation.
• Support web-based and EDI ordering platforms, handling basic troubleshooting for EDI transactions.
• Follow up with customers to provide updates and confirm that issues are resolved.
• Participate in ongoing training to expand your knowledge of products and systems.

Required Qualifications

• A minimum of 2 years of college education or relevant training in a related field.
• Proficiency in Windows operating systems and Microsoft Office 365 (Word, Excel, Outlook, Teams).
• Familiarity with mobile applications and ticketing systems such as Freshdesk or Zendesk.
• Basic knowledge of web ordering systems and EDI business transactions.

Preferred Qualifications

• Bachelor’s degree or equivalent experience.
• Previous background in healthcare or technical support.
• Familiarity with healthcare-related systems is a plus.

What Success Looks Like

• Strong problem-solving and analytical skills.
• Exceptional verbal and written communication abilities.
• Ability to thrive in a team-oriented environment.
• Adaptability and eagerness to learn through continuous training.

About Morris & Dickson

Morris & Dickson Co. is a leading pharmaceutical distribution company with a longstanding commitment to excellence in service and reliability. With more than 180 years of service, we combine the stability of a legacy business with the energy of a rapidly growing organization. As we continue to grow, we remain committed to fostering a culture of excellence that puts customers first and empowers our people to deliver impact every day.

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