Order Operations Specialist

Role Summary

The Direct to Portal Operations Specialist/Order Operations is responsible for the maintenance, functionality, and user support of the company's online portal. This role serves as the primary liaison between the business, technical teams, and external users, including healthcare professionals, pharmacies, and government users. It ensures portal content is current and that users can easily access product details, training materials, and support resources. The position requires strong communication, technical proficiency, analytical and decision-making skills, and a deep understanding of pharmaceutical industry regulations and compliance standards.

Responsibilities

• Manage user accounts, including access requests, password resets, and permission adjustments. Serve as the first point of contact for external and internal users with questions, issues, or technical problems related to the portal. Ensure all content is accurate, up-to-date, and compliant with pharmaceutical industry guidelines.
• Coordinate with marketing, sales, and regulatory teams to upload and update product information, customer information, marketing materials, and regulatory documents. Provide training and educational materials to help users navigate and utilize the portal effectively. Track, report, and analyze key portal usage metrics, user feedback, and system performance. Analyze data to identify areas for improvement in user experience and engagement.
• Handle all processes for onboarding a product and customer to the 3PL, including the transfer of the product and routine inventory checks.
• Serve as a liaison to the sales team, AR, and Customer Master team to onboard customers to the portal. Work with vendors and internal IT to manage, troubleshoot, and enhance the functionality of the portal. Collaborate with cross-functional teams, including IT, marketing, and legal, to launch new portal features and resolve technical issues.

Qualifications

Education

• High School or GED - Required
• College Degree - Preferred

Experience

• 2 years or more of customer service experience
• 2 years or more of E-Commerce experience

Skills

• Computer skills with the ability to learn new systems quickly
• Excellent verbal and written communication skills to interact with diverse internal and external stakeholders
• Ability to process data and make quick decisions on portal issues
• Meticulous attention to detail to ensure data accuracy and regulatory compliance
• Strong organizational and time-management skills to effectively prioritize and manage multiple tasks
• Proficient with Microsoft Office Suites