Customer Care Associate

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 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

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

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!