Customer Experience Representative

About Us
Morris & Dickson Co. is a leading pharmaceutical distribution company with a longstanding commitment to excellence in service and reliability. With more than 180 years of service, we combine the stability of a legacy business with the energy of a rapidly growing organization. As we continue to grow, we remain committed to fostering a culture of excellence that puts customers first and empowers our people to deliver impact every day.

About the Role

The Customer Experience Representative serves as a central point of coordination between customers, Sales Representatives, and internal teams, ensuring a seamless, accurate, and high-quality customer experience. This role combines customer support with operational execution, requiring strong attention to detail, sound judgment, and the ability to manage multiple priorities effectively.

You’ll play a critical role in supporting day-to-day operations, maintaining data integrity, and proactively resolving issues that impact the customer experience. We’re seeking someone who is organized, responsive, and takes ownership of their work in a fast-paced environment.

What You'll Do

· Process customer and Sales Representative orders with a high degree of accuracy and attention to detail

· Serve as a primary point of contact for inbound customer inquiries, including order status, delivery updates, and product-related questions

· Proactively communicate with customers to provide updates, resolve issues, and ensure a smooth order experience

· Maintain and update customer account information, including licenses, payment details, Sales Representative assignments, and territory data

· Support new account setup by collecting, reviewing, and validating required documentation (applications, licenses, payment information)

· Assist with DSCSA compliance requirements and ensure accurate documentation for customer onboarding

· Process customer audit requests and ensure timely, accurate responses

· Support customers and Sales Representatives with questions related to the company website and ordering processes

· Collaborate with Sales and internal teams to identify issues, drive resolution, and improve the overall customer experience

What Success Looks Like

· You consistently deliver accurate, timely, and professional support to customers and internal partners

· You take ownership of issues and follow through to resolution, keeping stakeholders informed along the way

· You manage competing priorities effectively while maintaining strong attention to detail

· You maintain accurate, compliant records and contribute to reliable operational processes

What You’ll Need to Succeed

· High school diploma or GED required; additional education or relevant training is a plus

· 2+ years of experience in customer service, order management, or a related operational role

· Proficiency with Microsoft Office (Word, Excel, Outlook)

· Experience working with internal systems or order management tools preferred

· Ability to quickly learn new systems and processes

Comprehensive Benefits

• Medical, Dental, and Vision Insurance
• HRA, HSA, and FSA reimbursement accounts
• Basic & Voluntary Life Insurance
• Short & Long-term Disability Insurance
• Paid Time Off
• Paid Holidays
• Fitness Program Reimbursement
• Employee Assistance Program
• 401K Savings Plan with a company match

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.