Customer Service Specialist

Mckesson Corporation LaVergne , TN 37086

Posted 3 weeks ago

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.

The Customer Service Specialist is responsible for interfacing with customers prior to and/or after sale. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has the authority to substantially affect the relationship between the company and a customer, from a financial standpoint Post-sale: Resolving returns, shipping or invoicing problems; determining the validity of the request and scheduling returns; and responsible for case management, including closing cases on all resolved issues. Research and process transactions for stocked and non-stock returns, damages and other discrepancies while complying with our policy and guidelines.

Position Description

  • 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 customer service request, answering questions and providing prompt resolution to any potential concerns

  • Research customer inquiries using MPB systems and handle or expedite the request to the appropriate supporting teams that will facilitate the customer resolution.

  • 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 such as returns, order errors, mis-shipped or lost orders, etc. 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

  • Other duties and responsibilities as assigned by leadership.

Additional 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.

  • Strong medical supply knowledge preferred.

  • 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.

Schedule: Mon-Fri 9:30am-6:30pm

Minimum Qualifications

  • High School Diploma or equivalent
  • 2+ years customer service experience

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

  • Multitasking

Additional Skills

  • 4 year degree preferred

  • SAP experience a plus

  • Working knowledge of plasma products desired

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. 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

$15.86 - $26.44

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!


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