Customer Operations Specialist

Customer Operations Specialist

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

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

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

• 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

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.