Technical Support Manager jobs in Shreveport, LA

Morris & Dickson, one of the largest independent full-line and specialty pharmaceutical distributors, is committed to ensuring reliable, next-day delivery of medications and related products to health systems, independent pharmacies, specialty pharmacies, and alternative care facilities throughout the United States. Since 1841, we have conducted our business with integrity, fostering a family-like environment among our team members. The longevity of our employees contributes to our strength, bringing extensive knowledge and experience. We prioritize continuous improvement, always keeping in mind our primary mission-to place pharmacies and patients at the forefront of our efforts. This culture of teamwork and familial support is the cornerstone of our commitment.

Job Description

The Customer and Technical Support Representative, a strategic player in our Customer Service team, reports to the Customer Service Manager. They assume a crucial role in supporting and operating the Customer Service and Technical Support function, actively participating in the team to support the business unit. Their collaboration with the Sales group ensures that all customers’ needs are met and surpassed according to the highest standards. This role is crucial in making sound financial decisions that directly contribute to the Company's overall benefit, making their work meaningful and impactful. Our commitment to excellence is evident in our adherence to best client service practices. As a Customer and Technical Support Representative, you will play a crucial role in upholding these standards, ensuring our clients receive the best service possible and reinforcing our commitment to customer satisfaction.

Responsibilities

• Contributes to the overall effectiveness and efficiency of the Customer & Technical Support Representative function.
• Ensure that customer inquiries, including but not limited to product information, order status, and technical issues, are addressed promptly and professionally.
• Monitors and collaborates closely with team members and staff to ensure the distribution center is apprised of any changes in ordering patterns to proactively plan for the efficient shipment of customer orders, including holiday orders and strategic product launches. This includes daily, monthly, quarterly, and annual order pattern changes, strategic product launches, air shipments, releases of back-ordered items, etc.
• Professionally interact with other departments to achieve company goals; multi-task to perform requirements of the position and meet timelines.
• Provide technical support for the online order portal and other issues.
• Supports the Sales team in each step of the customer relationship, from initial contact to post-sale support, fostering a collaborative approach to customer service.
• Engage in troubleshooting customer complaints and sales issues while developing a workable solution to resolve ongoing challenges.
• Creates a collaborative and positive atmosphere of productivity while emphasizing the urgency to meet customer needs.
• Assists with documenting and reporting issues related to DEA guidelines, Safety, and Quality.
• Support Web-based and EDI ordering platforms.
• Central support unit for all departments to ensure the Cycle of Service, which encompasses all customer touchpoints from order placement to post-sale support, is completed efficiently and excellently. Performs other duties and responsibilities as assigned.

Qualifications

• Bachelor's Degree or equivalent
• At least two years of related experience, preferably in the pharmaceutical industry or similar trade.
• Proficient with Microsoft Software and EDI Interfaces and applicable programs and systems required.
• Excellent organizational, problem-solving, attention to detail, written, and time management skills.
• Ability to exercise sound judgment and make decisions based on accurate and prompt analysis.
• Ability to communicate and build rapport with others, including members of the organization.
• Exhibits high integrity and dependability with a keen sense of urgency to meet customer expectations.
• Ability to prioritize tasks.
• Ability to function well in a high-paced and, at times, stressful environment.

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

• Making substantial movements (motions) of the wrists, hands, and fingers to type, file, perform clerical tasks, and operate a computer.
• Exerting up to 15 pounds occasionally to lift objects.
• Ability to express or exchange ideas or provide instructions.
• Must have the ability to receive detailed information through oral communication.
• Endure prolonged sitting at a desk most of the time.
• Visual acuity with or without correction to prepare and analyze data, view a computer terminal, read extensively, use office machines, and determine the accuracy, neatness, and thoroughness of the work assigned.

Benefits

Morris & Dickson values our employees and is proud to offer a comprehensive benefits program that provides employees and their dependents with various coverage options to meet their needs and goals. All regular, full-time employees scheduled to work at least 30 hours per week are eligible to participate in the following programs:

• Medical and Prescription coverage
• Dental
• Vision
• Health Reimbursement Account (HRA)
• Short-term and Long-term Disability
• Employer Flex Fund
• 401(k) Retirement Plan with employer match
• Paid Vacation and Sick Leave
• The Benefits Resource Center will answer questions from employees and dependents.

In addition, we offer the following to all employees:

• Paid holidays
• Voluntary Life Insurance coverage along with AD&D
• Pre-tax Flex Spending Account (FSA) for Medical & Dependent Care
• Supplemental Benefits

At Morris & Dickson, we value your growth and are committed to providing opportunities for your progress within our organization. You will work alongside a supportive team, where collaboration is vital, encouraging your development and facing new challenges and learning opportunities daily. This journey will contribute to our mission of supplying pharmacies, hospitals, and individuals with essential products. We would love to hear from you if you're ready to share your expertise with a company prioritizing hard work, collaboration, and excellence.