Product Support Spec (Pharma)

Job Summary

Job Description

Responsibilities

• Accurately cross reference and/or research external brands to identify corresponding Medline product/part numbers, routinely using discretion on what information to supply back to the requestor(s).
• Determine product features, benefits, compatibility, and availability of pharmaceuticals (prescription drugs, seasonal Flu and Covid vaccines, etc.) by researching vendor literature, online resources and direct communication(s) with the vendor. Habitually make judgment calls if/when sources are not aligned.
• Collaboratively work to ensure that all incoming customer/sales inquiries through emails and phone calls are thoroughly reviewed, resolved timely and/or passed to the appropriate area for handling.
• Contact vendors for product specifics to reconcile sales-identified discrepancies, work with Vendor Data to create/reactivate Medline item numbers and/or provide needed details to avoid hindering customer relationships and financial losses.
• Submit assigned files and/or projects to management, sales and/or internal team(s) within provided timelines.
• Mastering a thorough understanding of several areas of the business, including working closely with Product Managers to grow the Flu/COVID program.
• Achieve annual goals to help ensure departmental output results in a positive customer experience.

Requirements

Education

• Bachelor’s degree or equivalent professional experience in a related field

Relevant Work Experience

• Experience working in a fast-paced environment, analyzing large data sets, and adhering to competing deadlines without compromising accuracy/quality. At least one year of customer service experience with an ability to manage workloads that allow for product-specific analytics to occur for departmental process improvement(s).

Additional

• Intermediate skill level in Microsoft Excel (i.e. VLOOKUP, Pivot Tables, IF Statements, SUM function and sort/filter).
• Intermediate skill level in Microsoft Outlook (i.e. creating folders, categories, utilizing calendar, and coordinating meetings).

Preferred Requirements

Education

• Bachelor’s degree.

Relevant Work Experience

• Previous pharmaceutical customer service experience in a high-volume environment.
• Advanced time management skill to ensure daily work, discrepancies and/or projects are accomplished within given SLA’s.
• Experience building and maintaining relationships within and between teams/vendors.
• Advanced skill level in Microsoft Excel (i.e. macros and advanced formulas).
• Exposure/experience with SAP and/or Zendesk

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions, paid time off, as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. For a more comprehensive list of our benefits please click here.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.