Customer Service Representative

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.

Position Summary:

The Customer Service Representative (CSR) is a pivotal role responsible for executing customer service activities on behalf of pharmaceutical manufacturers. The CSR acts as the face of the manufacturer to its customers, handling order processing, inquiry management, and return requests. This role collaborates with all other 3PL teams to ensure customer satisfaction and operational excellence.

Key Responsibilities:

• Order Management (20%)
• Efficiently manage client customer orders adhering to established business rules. This includes manual order entry, verification of electronically submitted orders, and handling special customer order requirements.
• Customer Inquiry and Support (20%)
• Respond to inbound calls and inquiries regarding order placement, order status, returns, and other designated client topics. Triage inquiries to client partners following pre-defined processes.
• Case Management (10%)
• Utilize Salesforce to manage customer cases, ensuring all open inquiries are addressed promptly.
• Returns Processing (5%)
• Process return orders in alignment with the client's return policy.
• Customer Creation Coordination (5%)
• Facilitate the creation of new client customers through the master data process.
• Issue Resolution (10%)
• Investigate and resolve customer issues such as shipment discrepancies, delivery delays, pricing differences, and order blocks.
• Order Clearance (10%)
• Execute day-end clearance processes to ensure all orders progress through the system for timely shipping.
• Reporting and Documentation (5%)
• Provide reports as needed to support client operations and internal functions.
• Client Representation (5%)
• Attend client meetings as a representative of the Customer Care function.
• Collaboration and Teamwork (10%)
• Work collaboratively with internal partners, including Program Managers, DC Operations, Quality Assurance, Master Data, Credit, and Collections, to enhance client and customer satisfaction.
  

Key Competencies:

• Strong interpersonal skills and empathy in communication
• High accuracy in data entry and verification
• Collaborative and team-oriented mindset
• Proficiency in navigating multiple systems and Microsoft Suite (Excel and Outlook)
• Customer-focused with a strong sense of urgency for issue resolution
• Professional communication skills, both verbal and written
• Problem-solving and decision-making capabilities within operational guidelines
  
  

Minimum Job Qualifications:

• Some college education preferred
• Minimum of 2 years’ experience in a customer service environment preferred
  
  

Preferred Skills:

• Proficiency in Salesforce and Microsoft Excel and Outlook
• Basic math skills, particularly in percentages
• Ability to multitask and pivot between client demands
• Process improvement-oriented and self-motivated
  
  

Work Environment:

• Office environment with general office demands
• Ability to work sitting for prolonged periods
  
  

This job description is intended to provide a general overview and is not exhaustive of all responsibilities. Duties may be adjusted to meet company goals as necessary.

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

$15.68 - $26.14

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!