Product Support Spec (Pharma)

Medline • Northfield, MN

2d

About The Position

Provide pharmaceutical research and analytical support to the sales force and internal departments through oversight of the Flu/COVID vaccine program and cross-referencing methods across a portfolio of approximately 3,000 products. The role requires precision and the ability to analyze and interpret data under demanding timelines.

Research external brands and pharmaceutical products, identify corresponding Medline products and part numbers, and determine product features, benefits, compatibility, and availability using vendor literature, online resources, and direct vendor communications. Review and resolve or route customer and sales inquiries received by email and phone. Coordinate with vendors and Vendor Data to resolve product discrepancies and create or reactivate Medline item numbers. Submit assigned files and projects on time, develop knowledge of several areas of the business, and work closely with Product Managers to grow the Flu/COVID program. Achieve annual goals that support a positive customer experience.

Medline offers a competitive total rewards package, continuing education and training, and career potential within a growing worldwide organization. The anticipated pay range is $23.25–$33.75 per hour; actual pay varies based on location, education, experience, skills, and abilities. Benefits vary by average weekly hours. The employer also describes its commitment to belonging, diversity, inclusion, and equal opportunity.

Requirements

• Bachelor’s degree or equivalent professional experience in a related field.
• Experience working in a fast-paced environment, analyzing large data sets, and meeting competing deadlines without compromising accuracy or quality.
• At least one year of customer service experience.
• Ability to manage workloads while carrying out product-specific analytics for departmental process improvement.
• Intermediate Microsoft Excel skills, including VLOOKUP, Pivot Tables, IF statements, SUM, and sorting/filtering.
• Intermediate Microsoft Outlook skills, including creating folders and categories, using the calendar, and coordinating meetings.

Nice To Haves

• Bachelor’s degree.
• Previous pharmaceutical customer service experience in a high-volume environment.
• Advanced time-management skills to complete daily work, discrepancies, and projects within service-level agreements.
• Experience building and maintaining relationships within and between teams and vendors.
• Advanced Microsoft Excel skills, including macros and advanced formulas.
• Exposure to or experience with SAP and/or Zendesk.

Responsibilities

• Accurately cross-reference and research external brands to identify corresponding Medline products and part numbers, using discretion about what information to provide to requestors.
• Research vendor literature, online resources, and direct vendor communications to determine pharmaceutical product features, benefits, compatibility, and availability, including prescription drugs and seasonal Flu and COVID vaccines.
• Use judgment to reconcile conflicting information across sources.
• Review incoming customer and sales inquiries received by email and phone, resolve them promptly, or route them to the appropriate area.
• Contact vendors to clarify product details and reconcile discrepancies identified by sales.
• Work with Vendor Data to create or reactivate Medline item numbers and provide needed details to avoid hindering customer relationships or causing financial losses.
• Submit assigned files and projects to management, sales, and internal teams within provided timelines.
• Develop a thorough understanding of multiple business areas and work closely with Product Managers to grow the Flu/COVID program.
• Achieve annual goals that help ensure departmental output supports a positive customer experience.

Benefits

• Health insurance
• Life and disability coverage
• 401(k) contributions
• Paid time off
• Employee Assistance Program access for employees working less than 30 hours per week on average
• Employee Resource Groups for employees working less than 30 hours per week on average
• Employee Service Corp access for employees working less than 30 hours per week on average
• Continuing education and training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level