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 tomorrows health today, we want to hear from you.

As the nations largest pharmaceutical distributor, US Pharmaceutical is committed to driving total pharmacy health for customers and ensuring that customers receive the right drug at the right time, every time. This commitment is underpinned by McKessons focus on providing customers with the industrys highest product availability, intelligent ordering capabilities and unmatched service accuracy.

Shift - M-F 8:30am-5:00pm EST

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 clients 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 clients 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

• 1 + years of 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 resolution

Citizenship

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

McKesson Specific Functions

• Able to make logic and business sense decisions within operational and program guidelines

Minimum Job Qualifications

Typically requires 1+ years of relevant experience.

Required Skills

• Strong written communication skills

• Basic math skills

• Self-motivated on all initiatives

• 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)

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.

Our Base Pay Range for this position

$15.68 - $26.14

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKessons (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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