What are the responsibilities and job description for the Pharmaceutical Customer Support Specialist position at Morris & Dickson Co., LLC?
Morris & Dickson Co. is a leading pharmaceutical distribution company serving independent pharmacies with dedication, integrity, and a customer-first approach. With over 180 years of experience, we're known for our commitment to service, reliability, and innovation. We foster a supportive, dynamic workplace where employees are encouraged to thrive professionally and personally. Joining Morris & Dickson means joining a team dedicated to making a difference in healthcare.
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
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.
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
- 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
- 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
- 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.