Customer Care Representative at McKesson in Lavergne, Tennessee

Job Description:

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.



Position Summary:



The Customer Care Representative performs customer service activities on behalf of pharmaceutical manufacturers. In this position, the CSR will represent the manufacturer to their customers in the areas of order processing, inquiry handling, and returns requests. This role interfaces with all other 3PL teams to meet customer needs.



Key Responsibilities:

• Manages client's customer orders according to established program business rules. Order management includes manual order entry, verification of electronically submitted orders, and execution of special customer order requirements.


• Answers inbound calls and inquiries from the client's customers and the client representatives for order placement, order status, returns, and designated client topics. Triages inquiries to client partners per pre-defined processes.


• Manages customer cases within Sales Force to ensure all open inquiries are completed in a timely manner.


• Investigates and resolves customer issues, including but not limited to, shipment discrepancies, delivery delays, pricing differences, order blocks


• Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction


• Performs day end clearance processes to ensure all orders are successfully moving through the system to ship as expected and research/resolves issues to avoid service disruption


• Provides reporting as needed to support the client and operation


• Attends client meetings as needed to represent the Customer Care function.


• Processes return orders according to the client return policy


• Coordinates the creation of new client customers through the master data process

Key Competencies:

• Interpersonal skills


• Strong sense of urgency to resolve customer issues


• Highly accurate data entry and checking skills


• Listening and communicating with empathy


• Collaborative mindset


• Ability to navigate multiple systems


• Ability to work within Microsoft Suite, (basic level of Excel and Outlook knowledge)


• Computer literacy in a Windows environment


• Customer Focus


• Customer service or other relevant experience


• Resolution with an effortless customer experience in mind


• Ability to communicate in a professional manner via both phone and email


• Problem solving abilities


• Promotes a constructive and positive team atmosphere, reflects team values, contributes actively to the team's success


• Critical thinking skills within operational and program guidelines

Minimum Job Qualifications:



Typically requires 3+ years of related experience.



Required Skills:



Strong written communication skills


Basic math skills


Self-motivated on all initiatives


Computer literacy in a Windows environment


Multi-tasking/pivoting from one client to another


Works with sense of urgency


Proficient in Microsoft Excel and Outlook


Process Improvement focused



Preferred Skills:



Proficient in Sales Force


Proficient in SAP



Work Environment:



Environment (work at home/hybrid) - Office Environment


Physical Requirements (being able to work sitting for 8+ hours a day)



(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)



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



$14.90 - $24.83



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.



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