Product Support Spec (Pharma)

Medline Industries, LP•Northfield, IL

4d•$23 - $34

About The Position

Provide pharmaceutical research and analytical support to the sales force and internal departments through Flu/COVID vaccine program oversight and cross-reference methods across a portfolio of approximately 3,000 products. The role requires precision and the ability to analyze and interpret data under demanding timelines. The Product Support Spec researches external brands and identifies corresponding Medline products and part numbers; determines pharmaceutical product features, benefits, compatibility, and availability; and responds to customer and sales inquiries. The role works with vendors and internal teams to reconcile product discrepancies, create or reactivate item numbers, and support the Flu/COVID program. Assigned files and projects must be completed within provided timelines, and the employee contributes to 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 salary range is $23.25–$33.75 per hour. Actual pay varies based on location, education, experience, skills, and abilities. Benefits for employees working 30 or more hours per week on average include health insurance, life and disability insurance, 401(k) contributions, and paid time off. Employees working fewer than 30 hours per week have access to 401(k) contributions, paid time off, the Employee Assistance Program, Employee Resource Groups, and the Employee Service Corp. Medline is an equal opportunity employer and is committed to an inclusive workplace.

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 performing product-specific analytics for departmental process improvements.
Intermediate Microsoft Excel skills, including VLOOKUP, Pivot Tables, IF statements, SUM, and sort/filter.
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 when determining 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 resolve situations where information sources do not align.
Review incoming customer and sales inquiries received by email and phone, resolve them promptly, or route them to the appropriate area.
Contact vendors for product details to reconcile sales-identified discrepancies.
Work with Vendor Data to create or reactivate Medline item numbers and provide details needed to prevent customer relationship issues and financial losses.
Submit assigned files and projects to management, sales, and internal teams within provided timelines.
Build understanding of multiple areas of the business 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.