Job Details

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

Citizenship

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