Job Description

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

Essential Functions:

• 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 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. Work with cross-functional teams, including IT, marketing, and legal, to launch new portal features and resolve technical issues.

Education:

• High School or GED - Required

Experience:

• 2 years or more in Experience in customer service
• 2 years or more in Experience with E-Commerce

Specialized Knowledge:

• Proficient with Microsoft Office Suites.