Job Description

McKesson is a leading Fortune 10 company that plays a vital role in the healthcare landscape by providing insights, products, and services that enhance the accessibility and affordability of quality care. At McKesson, we prioritize the health, happiness, and well-being of our employees and those we serve.

Your contributions at McKesson will make a significant impact. We nurture a culture that encourages growth, collaboration, and innovation. Join us as we shape the future of health for our patients, communities, and employees. If you aspire to be part of tomorrow's healthcare solutions, we want to hear from you!

Position Overview:

The Customer Service Specialist is responsible for delivering outstanding service on behalf of pharmaceutical manufacturers. In this role, you will engage with customers for order processing, inquiries, and returns requests. Collaboration with various teams will be essential to meet customer needs effectively.

Key Responsibilities:

• Manage incoming customer orders complying with program business rules, including manual entry, electronic verification, and special requirements.
• Respond to inbound inquiries from customers and client representatives regarding order placement, status, returns, and relevant topics.
• Handle customer cases using Sales Force to ensure timely resolution of all open inquiries.
• Investigate and resolve customer issues, including shipment discrepancies, delivery delays, pricing differences, and order blocks.
• Work collaboratively with internal teams such as Program Managers, Operations, Quality Assurance, and Collections to enhance customer satisfaction.
• Conduct end-of-day clearance processes to ensure smooth order movement through the system and proactively resolve issues.
• Generate reports as needed to support operations and client requirements.
• Represent the Customer Care function at client meetings as required.
• Process return orders as per the client's return policy.
• Coordinate the setup of new client customers through the master data process.

Key Competencies:

• Strong interpersonal skills
• Sense of urgency in resolving customer issues
• Attention to detail in data entry
• Effective listening and empathetic communication
• Collaborative mindset
• Ability to navigate multiple systems
• Proficiency in Microsoft Suite, with basic Excel and Outlook knowledge
• Computer literacy in a Windows environment

Customer Focus:

• 1+ years of customer service or relevant experience
• Commitment to effortless customer experience resolution
• Professional communication via phone and email
• Strong problem-solving skills

Cultural Contribution:

• Foster a positive team environment and actively contribute to team success.

McKesson Specific Functions:

• Make 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 proficiency.
• Self-motivated and proactive.
• Familiarity with the Windows environment.
• Ability to multitask and pivot across clients.
• Work with a sense of urgency.
• Proficient in Microsoft Excel and Outlook.
• Focused on process improvement.

Preferred Skills:

• Familiarity with Sales Force.
• Experience with SAP.

Work Environment:

Work-at-home/hybrid option available, with an office environment provided as needed.

This role may require sitting for extended periods (8+ hours a day).

We offer a competitive compensation package as part of our Total Rewards, including base pay and potential bonuses, determined by factors such as performance, experience, skills, market evaluations, and geographical considerations. Our base pay range for this position is $15.68 - $26.14.

McKesson is an Equal Opportunity Employer

We provide equal employment opportunities to all applicants and employees, committed to fostering a diverse and inclusive environment. For further details on McKesson's Equal Employment Opportunity policies, please refer to our policies page.

Join us at McKesson!

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