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

Customer Service Specialist (Hybrid)

La Vergne, Tennessee Job ID JR0109472 Category Customer Service Post Date Jul. 22, 2024
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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.

Customer Service Specialist

JOB FAMILY DESCRIPTION: Point of contact for customer queries and resolution. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations and seamless turnaround in problem resolution are maintained and customer claims, product orders and complaints are resolved fairly, effectively and in accordance with the consumer laws. May answer questions and provide prompt information related to potential concerns. Develops organization-wide initiatives to proactively inform and educate customers. CAREER LEVEL DESCRIPTION: Experienced, fully competent in own area covering a wide range of tasks.  Completes own role independently or with minimal supervision.  KNOWLEDGE: Complete understanding of the general and technical aspects of the job. PROBLEM COMPLEXITY: Provides resolutions to a wide range of problems.  Job requires judgement within defined policies and practices. MINIMUM EDUCATION & TYPICAL EXPERIENCE OR EQUIV. COMBINATION: Works with limited autonomy and under moderate direction.  Routine work requires no direction.  Work is evaluated upon completion to ensure objectives have been met.  CAREER LEVEL: B3

Responsible for professionally and effectively interfacing with MPB customers and internal employees to handle a variety of pre-sale or post-sale service functions. Receive inbound calls, emails and requests to determine root cause, resolve or escalate as necessary following standard operating procedure.

Schedule

Monday -Friday 9:30am to 6:30pm

Key Responsibilities

  • Assist customers with their product orders, answering questions and providing prompt resolution to any potential concerns
  • Answers incoming customer calls, keys orders into computer system, reviews order with customer to ensure accuracy, and responds to general inquiries relating to pricing, invoicing, product availability, shipping status, buying history, etc.
  • Research customer inquiries using MPB systems and handle or expedite the request to the appropriate supporting teams that will facilitate the customer resolution
  • Performs customer service functions such as handling customer complaints, interviewing customers on the phone to gain a clear detailed understanding of customer issues, researching customer complaints, interacting with other McKesson departments, and placing follow-up calls to customers to fully resolve any issues such as mis-shipped or lost orders, etc. and to ensure customer satisfaction
  • Creates and maintains detailed and accurate customer account history notes in the (CRM) internal computer system by entering in incidents and related notes on a continual basis
  • Assist customers with processing on- line order requests and facilitate inquires related to on-line ordering issues to the appropriate contacts for resolution
  • Other duties and responsibilities as assigned by supervisor

Minimum Qualifications

  • High School Diploma or equivalent
  • 2+ years customer service experience

Critical Skills

  • Minimum of 2 years' customer service experience or comparable Plasma Distribution industry experience
  • Strong PC proficiency in MS Office and Outlook
  • Ability to learn challenging and growing product portfolio
  • Excellent communication skills
  • High sense of urgency (working with critical life-saving drugs and time frames)
  • Strong organization skills required
  • Multitasking

Additional Skills

  • 4 year degree preferred
  • SAP experience a plus
  • Working knowledge of plasma products desired

Career Level - IC-Business Support - B3

89806000 CxO-Customer Service

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

$16.75 - $27.91

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.

Join us at McKesson!

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