Pharmaceutical Customer Support Specialist

Morris & Dickson Co., LLC; Shreveport (LA); On-site; USD 42,000 - 62,000; Full time

Job summary

Morris & Dickson Co., LLC is seeking a Pharmaceutical Customer Support Specialist to serve as the primary contact for pharmacies, hospitals, and healthcare customers. You will combine customer service, technical troubleshooting, and pharmaceutical operations knowledge to support customers using M&D's ordering channels, web platforms, and account services.

The role reports to the Customer Experience Manager.

Qualifications

• 2+ years of college education or relevant training
• Customer support or technical support experience
• Experience in pharmacy, hospital, healthcare, or pharmaceutical distribution preferred
• Familiarity with pharmaceutical ordering, EDI transactions, and web ordering systems

Responsibilities

• 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

Skills

Customer support

Technical support

CRM systems

EDI knowledge

Pharmacy experience

Windows & MS Office

Education

2+ years of college education or relevant training

Tools

Freshdesk

Zendesk

EDI platforms

Job description

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

• 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.