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.

We are seeking a Customer Service Specialist (Lab) to join our team.

To provide a world class laboratory customer experience by handling a variety of moderate to complex service functions, primarily through inbound calls. Professionally and effectively interface with internal and external customers, along with cross-functional departments. This position requires excellent communication, lab knowledge or experience, customer service and follow-up skills. Must meet all CSR2 qualifications and experience as well as effectively perform all CSR B2 key responsibilities.

Responsibilities:

• Handle inquiries related to internal and external customer requests.  Ability to provide answers on a full range of inquiries, including moderate to highly complex questions regarding lab supplies through research and by applying strong product knowledge.  Respond to all inquiries in a timely and professional manner.

• Order entry and perform basic cross-selling functions, where applicable. Handle standing order requests, maintain lot complete work bench, and assist with sequestered stock as needed. Understanding of lease agreements and placement ordering.  Work with a sense of urgency and organization to ensure order is placed in accordance with McKesson policy and procedures.

• Research and process credits for stocked and non-stock returns, damages and other discrepancies while complying with our return guidelines.  Effectively communicate with customer and sales throughout the process.

• Responsible for case management, including closing cases on all resolved issues, updating and managing cases for any open issues.

• Utilize strong relationships with multiple departments (corporate, sales, licensing, distribution centers, etc.) through consistent coordination of excellent customer service. 

• May serve in a mentor capacity to new hires and other customer service representatives for development purposes. May be included in special projects and/or system testing opportunities.

Minimum Requirements:

• Typically requires 3+ years of related experience.

Critical Skills:

• Customer service experience
• Experience using Customer Service technologies (JD Edwards, Cisco, Salesforce.com, Supply Manager, Workforce Management Tools, case management, etc.)
• Intermediate knowledge of Microsoft Office (Including Word, Excel & Outlook)

Additional Skills:

• Excellent customer service communication skills and impeccable track record of reliability.
• Ability to interact with internal/external customers including vendors, sales reps, and co-workers
• Ability to train CSR’s or customers on technologies
• Strong medical laboratory knowledge required

• Extensive knowledge of customer service processes and procedures required.
• Energetic self-starter with attention to detail who can be resourceful with issue resolution.
• Able to effectively work in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks.
• Able to prioritize and multi-task to meet various deadlines and customer expectations.
• Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customers’ problems/questions in a timely manner.
• Working knowledge of internet explorer and working knowledge of available research tools (i.e. Google, Chatter, etc.).  
• Keyboarding abilities at a medium to high proficiency level.
• Successfully meet and or exceeds performance standards/objectives of the CSR2 role.

Education

High School diploma or equivalent

Physical Requirements

Traditional office requirements.  Large percent of time performing computer-based work is required.

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. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. 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

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!