McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
To provide a world class customer experience through electronic communication by handling a variety of service functions. Professionally and effectively correspond with internal and external customers, along with cross-functional departments. This position requires excellent written communication, customer service and follow-up skills. Responsible for case management, including closing cases on all resolved issues, updating, and managing cases for any open issues. Research and process transactions for stocked and non-stock returns, damages and other discrepancies while complying with our return guidelines. Research, process and provide reporting on order tracking and shipping delays while complying with our shipping guidelines and policy.Effectively communicate with internal and external customers throughout the process.
Key Responsibilities
Assist customers with their product orders, answering questions and providing prompt resolution to any potential concerns
Answers incoming customer calls, keys orders into computer system, reviews order with customer to ensure accuracy, and responds to general inquiries relating to pricing, invoicing, product availability, shipping status, buying history, etc.
Research customer inquiries using MPB systems and handle or expedite the request to the appropriate supporting teams that will facilitate the customer resolution.
Performs customer service functions such as handling customer complaints, interviewing customers on the phone to gain a clear detailed understanding of customer issues, researching customer requests, interacting with other McKesson business units and teams, and follow-up via email or phone call to customers to fully resolve request any issues such as returns, order errors,mis-shipped or lost orders, etc. and to ensure customer satisfaction
Creates and maintains detailed and accurate customer account history notes in the (CRM) internal computer system by entering in incidents and related notes on a continual basis
Assist customers with processing online order requests and facilitate inquires related to online ordering issues to the appropriate contacts for resolution
Schedule:8hr shifts between the hours of 7a - 7p, Monday - Friday
Minimum Requirement
Typically requires 3+ years of related experience.
Education
High School Diploma or equivalent
Critical Skills
Minimum of 2 years' customer service experience or comparable Plasma Distribution industry experience
Strong PC proficiency in MS Office and Outlook
Ability to learn challenging and growing product portfolio
Excellent communication skills
High sense of urgency (working with critical life-saving drugs and time frames)
Strong organization skills required
A dditional Skills
Excellent customer service communication skills and impeccable track record of reliability.
Experience with answering a high volume of inbound calls
Able to work independently and drive results for customers and account managers.
Experience using Customer Service technologies including but not limited to: Cisco, Salesforce.com, Supply Manager, Workforce Management Tools, etc.
Assist Customers on McKesson technologies.
Professional communication with strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers
Medical supply and pharmaceutical knowledge preferred.
Extensive knowledge of customer service processes and procedures required.
Energetic self-starter with attention to detail who can be resourceful with issue resolution.
Able to effectively work in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks.
Able to prioritize and multi-task in order to meet various deadlines and customer expectations.
Preferred Skills
Strong medical supply knowledge preferred.
4 year degree preferred
SAP experience a plus
Working knowledge of plasma products desired
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$16.75 - $27.91
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
