Customer Service Specialist

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.

McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments and other organizations in healthcare to help provide the right medicines, medical products and healthcare services to the right patients at the right time, safely and cost-effectively. United by our ICARE shared principles, our employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a “Most Admired Company” in the healthcare wholesaler category by FORTUNE, a “Best Place to Work” by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more information, visit www.mckesson.com. 

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape the future of healthcare! 

Position Summary: Our customer service specialists provide high touch first call resolution. As the point of contact for McKesson's Physician Services, this team manages customer relationships ensuring a seamless turnaround in problem resolution. Daily activity also includes, order entry, customer claims, and providing prompt information related to potential concerns.

Key Responsibilities

• Enters Customer orders received via phone and/or e-mail.

• Receives calls via assigned call queues.

• Monitors assigned email to case Salesforce queues.

• Ensures that the assigned queues are worked within the established SLA guidelines regularly.

• Follow up with customers based on service level guidelines.

• Answers Phones and Assists Customers with concerns as needed. 50%

• Aids customers with returns process initiation.

• Aids customers with order requests.

• Answers shipping and delivery questions.

• Directs customers to proper departments when questions are outside of their assigned scope of business.

• Completes ongoing training as assigned. 5%

• Complete assigned CCCE courses in a timely manner.

• Participates as an active member of assigned team. 5%

• Attends all scheduled team meetings.

• Prepares for monthly 1:1’s with supervisor.

Minimum Requirement:

1+ years of related experience.

Education:

High School Diploma / College Degree Preferred

Preferred Critical Skills:

• 1+ years' experience providing customer support and resolution by phone

• Intermediate proficiency with Microsoft Outlook and Excel 

• Strong prioritization and organizational skills

• Experience using Customer Service technologies

• General knowledge of customer service processes and procedures

• Professional communication; strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers

• Strong medical and pharmaceutical knowledge a plus.

Additional Knowledge & Skills:

• Experience working with Salesforce strongly preferred

• 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.

• Strong problem-solving skills:  able to analyze information provided, identify the root issue, and use resources appropriately to solve basic customers’ problems/questions in a timely manner.

Education:

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

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.

Join us at McKesson!