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Tomorrow's health is... Defining a new possible.

Customer Care Associate

La Vergne, Tennessee Job ID JR0098253 Category Customer Service Post Date Sep. 14, 2023
  • Job Title: 3PL Customer Care Associate

    Position reports to: 3PL Customer Service Supervisor

    Position Summary:

    The Customer Service 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:

    This associate will work the mid shift of 11 AM- 8 PM EST. 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.

    Processes return orders according to the client return policy.

    Coordinates the creation of new client customers through the master data process.

    Investigates and resolves customer issues, including but not limited to, shipment discrepancies, delivery delays, pricing differences, order blocks 

    Performs day end clearance processes to ensure all orders are successfully moving through the system to ship as expected. 

    Provides reporting as needed to support the client and operation.

    Attends client meetings as needed to represent the Customer Care function. 

    Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction .

    Key Competencies:

    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

    Customer Focus

    2 + years of customer service or other relevant experience

    Strong sense of urgency to resolve customer issues

    Ability to communicate in a professional manner via both phone and email

    Problem resolution


    Promotes a constructive team atmosphere, reflects team values, contributes actively to the team’s success

    McKesson Specific Functions

    Able to make decisions within operational and program guidelines

    Minimum Job Qualifications:

    Some college preferred.

    Minimum 2 year experience in a customer service environment preferred.

    Preferred Skills:

    Computer literacy in a Windows environment

    Proficient in Microsoft Excel and Outlook

    Proficient in Sales Force

    Basic math skills, especially percentages

    Works with sense of urgency

    Multi-tasking/pivoting from one client to another

    Process Improvement focused

    Self-motivated on all initiatives

    Work Environment:

    Environment (work at home, warehouse, etc.) – Office Environment 

    Physical Requirements (being able to work sitting for 8+ hours a day, lifting, standing, etc.) – General Office Demands

  • Job Families for Job Profiles
    Customer Service
  • Worker Sub-Type
  • Time Type
    Full time
  • Remote Type
  • Primary Location
    Louisville, KY, USA - 5101 Jeff Commerce Drive (R005)
  • Primary Job Posting Location
    Louisville, KY, USA - 5101 Jeff Commerce Drive (R005)
  • Additional Locations
    LaVergne, TN, USA - 401 Mason Road (8521); Mason, OH, USA - 3600 Pharma Way (M001)
  • Additional Job Posting Locations
    USA, OH, Mason; USA, TN, LaVergne
  • Scheduled Weekly Hours

At CoverMyMeds, 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 CoverMyMeds, pleaseclick here.

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. 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

$13.94 - $23.24

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.​

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