Customer Care Specialist

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

As a part of the world class Customer Care Department, the Customer Care Specialist is responsible for cultivating and maintaining favorable contact with key and major accounts of the organization in an assigned area or territories. Each Customer Care Specialist is partnered with an outside sales representative to build relationships at multiple levels within the accounts to maximize the efficiency of processes.

Essential Functions:

• Manage 40-70 customer accounts, serving as the primary point of contact for orders, inquiries, and issue resolution.

• Build and maintain customer relationships through regular communication, site visits, and coordination with sales representatives to identify needs and upsell opportunities.

• Partner with internal teams (Sales, Service Centers, Distribution, Quality, Clinical, Regulatory, Legal, Finance) and external vendors to ensure smooth logistics, product availability, compliance, and customer satisfaction.

• Oversee account setup, database management, updates, and flawless rollout of new accounts.

• Monitor and analyze customer usage, trends, and revenue to recommend adjustments in par levels and support business growth.

• Coordinate preventive maintenance schedules, urgent delivery programs, and complaint investigations.

• Handle invoicing, purchase orders, financial contracts, returns, and credits.

• Provide product knowledge, training support, and assistance to customers and internal staff.

• Perform administrative and special project duties including reporting, scheduling, and general office support.

Minimum Requirements:

• High School Diploma required; higher level degree preferred.

• 2+ years' experience in a customer support role

• Experience working with computer-based enterprise systems and strong process-oriented thinking

• Proven decision-making skills with the ability to prioritize effectively

• Excellent written and verbal communication skills

• Proficiency in Microsoft Office programs, including Excel, Word, and PowerPoint

• Strong attention to detail with the ability to work both independently and in a team environment

• Demonstrated ability to collaborate effectively across multiple functional areas

Preferred:

• Pharmaceutical call center experience

Working Conditions:

The typical schedule is 9am-530pm / Monday-Friday.

Flexibility to work all shifts, including nights, weekends and holiday is required as this is in a center that is open 24 hours a day 7 days a week.

Pay Transparency:

The expected base pay range for this position is $34/hr - $38/hr ($70k-$80k/yr). Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience.

This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company's discretion.

Mallinckrodt Pharmaceuticals offers employees a Total Rewards package which includes competitive pay and benefits.To learn more about our Total Rewards benefits please visit: Benefits & Well-Being

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