What are the responsibilities and job description for the Customer Operations Specialist, Pharmaceutical Distribution position at Morris & Dickson Co., LLC?
About Us
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.
About The Role
Reporting to the Customer Service Manager, the Customer Operations 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
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.
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.
About The Role
Reporting to the Customer Service Manager, the Customer Operations 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
- 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
- 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
- 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
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.