McKesson is an impact-driven, Fortune 10 company that focuses on making quality healthcare more accessible and affordable. The Customer Service Representative will perform customer service activities on behalf of pharmaceutical manufacturers, handling order processing and inquiries while ensuring customer satisfaction.
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 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
Skills
- Typically requires 1+ years of relevant experience
- 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
- 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
- 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
- Promotes a constructive and positive team atmosphere, reflects team values, contributes actively to the team's success
- Able to make logic and business sense decisions within operational and program guidelines
- Proficient in Sales Force
- Proficient in SAP
Benefits
- Competitive compensation package
- Annual bonus
- Long-term incentive opportunities
Company Overview
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