McKesson
healthcare
CustomerCareRepresentative
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Care Representative at McKesson. Skills: customer service, order processing, inquiry handling, returns, problem resolution, Microsoft Excel, Microsoft Outlook. Performs customer service activities on behalf of pharmaceutical manufacturers. Represents the manufacturer to their customers in the areas of order processing, inquiry handling, and returns requests”
What You'll Achieve.
ensure all open inquiries are completed in a timely manner; promote client and customer satisfaction; ensure all orders are successfully moving through the system to ship as expected and research/resolves issues to avoid service disruption
Industry & Context.
sense of urgency to resolve customer issues; Problem resolution; Investigates and resolves customer issues
Ability to work within Microsoft Suite, (basic level of Excel and Outlook knowledge), Computer literacy in a Windows environment, Able to make logic and business sense decisions within operational and program guidelines, Literacy in a Windows environment, Physical Requirements (being able to work sitting for 8+ hours a day)
What They're Looking For.
Must Have
1 + years of customer service or other relevant experience, 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, Process Improvement focused
Nice to Have
Proficient in Sales Force, Proficient in SAP
What You'll Do.
Performs customer service activities on behalf of pharmaceutical manufacturers
Represents the manufacturer to their customers in the areas of order processing
Manages client’s customer orders according to established program business rules
Answers inbound calls and inquiries from the client’s customers and the client representatives for order placement
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
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
How You'll Work.
Team & Collaboration
Interfaces with all other 3PL teams to meet customer needs; Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction
Communication Scope
written communication skills; Listening and communicating with empathy; Ability to communicate in a professional manner via both phone and email
Full 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. 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
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