Job Details

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.

As a Supervisor of Product Support (340B), you will oversee the Macro Helix support staff to ensure prompt customer response and resolution time with a focus on quality of service, team cohesion, and high employee engagement.

Individual must reside in the DFW Area and be able to commute to our location in Irving, TX.

Responsibilities include:

• Delivery of high-touch customer service to Macro Helix (340B) customers and acts as the main point-of-contact for escalated issues to ensure appropriate response and focus of the support team.

• Conducts regular 1:1 and team meetings to evaluate individual and team performance.

• Facilitates development of proficiency in both technical skills and general customer service skills.

• Reviews and recommends changes to policies affecting his/her team.

• Tracks, monitors and regularly reports on team's operations, and closely manages key customer accounts to develop paths to issue resolution.

• Motivates and provides coaching and direct feedback on a regular basis.  Leverages company and department tools to reward employees.

• Monitors incoming and existing workloads to ensure customer technical support agents are following the expected Service-level goals.

• Achieves and maintains targeted team statistics along with other established goals.

• Ensures Customer Satisfaction target indicators are achieved.

• Establishes staff schedules for workload coverage and individual or group training sessions.

Position Description:

Other responsibilities include, but not limited to:

Planning:

• Ability to work on multiple items and prioritize work accordingly to business processes or needs.

• Regularly participates in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.

Technical:

• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.

• Knowledge in 340B Architect software function and use

• Ability and comfort in dealing with challenging employee or customer issues

Problem Solving:

• Must possess excellent problem solving and analytical skills

• Must be motivated by challenges and be able to offer multiple solutions for a problem

Professional Communication:

• Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed.

• Proven ability to work in a fast-paced environment and use judgment in handling customer calls/cases and providing technical assistance.

• Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas.

Leadership:

• Can do attitude with a strong will to lead by example.

• Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.

• Leadership skills in organizing and motivating a diverse team of customer technical support agents.

Minimum Requirements:

Degree or equivalent experience. Typically requires 6+ years of customer service experience and 0-2 years of supervisory experience.

Critical Skills:

• Fundamental knowledge of 340B

• Intermediate to advanced proficiency with Microsoft Excel and PowerPoint as well as prior reporting experience

• Ability to tailor communication to ensure optimum results

• Demonstrate ability to change thinking of or gain acceptance from others in sensitive situations without damage to the relationship

• Strong analytical skills

• Ability to effectively present and discuss new ideas or projects to improve team or department performance with peers and upper management and drive their implementation

• Must exhibit effective customer service attitude, ability to lead a team in resolving difficult customer situations

• Must utilize exemplary verbal and written communication skills when dealing with customers and business partners

Additional Knowledge & Skills:

• Supervisory experience in a technical support environment is highly preferred

• 4-year degree is preferred

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 supportphysical, 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, pleaseclick 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

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.

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