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.

Shift: 12:30 PM - 9 PM CST

The primary role of the Support Specialist is to provide customer satisfaction through day-to-day account support and issues resolution. Responsible for servicing Customer Experience Operations and other Mckesson business partners. Has through working knowledge of internal systems, audit analysis, research, and reporting. Documents customer interactions via Customer Relationship Management tool/Salesforce or other documentation and delivers a high degree of customer service with a focus on one touch resolution.

Key ResponsibilitiesAccept inbound escalations and handle customer requests from Customer Support, External customers, and other Business partnersPlace direct, drop ship, MOE, and remote enhanced delivery ordersMeet all departmental service level agreementsLog support errors with clearEnter all escalations in tracking system with accuracy and well documented call notesWork with the DC to reconcile customers’ accounts and negotiating fees and returns with suppliers formulating resolutions that create the least financial impact to McKesson.Shares expertise with colleagues and othersParticipate in business partner meetings or conference calls related to new process creation and existing process improvementFollow documented knowledge articles for all escalationsWork with multiple computer applicationsMake outbound calls professionally and timelyCommunicate and provide reporting around updates, and sales reports to senior leaders across the Distribution network, sales team, account management team, other McKesson business partners and external clients (include omit reports, auto source, uploads, and etc.)Manage multiple processes that provide specialized service supporting the inbound phone teams, DC Operations, field sales teams and corporate account managementCreate and update knowledge articles related to Back Office and Customer Support team processes (includes all that we support)Work with regulatory around analyzing threshold reportsProcess credit and rebills for McKesson Plasma and BiologicsResearch and update DEA and STATE license for customers to decrease order delayProvide feedback to improve, modify, and streamline processes to address inefficienciesWork with SAP and Salesforce groups around system issues, stuck orders, etc

Critical Skills

Six months to one-year experience in Customer Support Specialty, handling inbound calls from customersProficiency in MS Office including Excel, Word, and OutlookExcellent and effective business communication skills both verbally and in writingAbility to work independently and drive results for customersAbility to work effectively in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasksAble to prioritize and manage time effectively to meet various deadlines and customer expectationsMust be detailed and organizedExperience and success with conflict resolutionStrong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customer problems/questions in a timely mannerMust have work schedule flexibility, Monday through Friday,

Additional Knowledge & SkillsMicrosoft Office (Excel, Word, Outlook)SAP CRM, ECC, Salesforce and VerintGood oral and written communicationOrganized and detail orientedProblem solving and conflict resolutionPositive attitude and strong work ethicExcellent attendance record

Minimum Requirements5+ years of related customer service experience

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. 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

$20.56 - $34.26

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.

 

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