Sr. Customer Service Specialist

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.

To provide a world class customer experience through electronic communication by handling a variety of service functions. Professionally and effectively correspond with internal and external customers, along with cross-functional departments. This position requires excellent written communication, customer service and follow-up skills. Responsible for case management, including closing cases on all resolved issues, updating, and managing cases for any open issues. Research and process transactions for stocked and non-stock returns, damages and other discrepancies while complying with our return guidelines. Research, process and provide reporting on order tracking and shipping delays while complying with our shipping guidelines and policy.  Effectively communicate with internal and external customers throughout the process.

Salary for this role is between $21 and $22 per hour.

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 requests, interacting with other McKesson business units and teams, and follow-up via email or phone call to customers to fully resolve request any issues such as returns, order errors,  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 online order requests and facilitate inquires related to online ordering issues to the appropriate contacts for resolution

Schedule: 8hr shifts between the hours of 8 AM-6:30 PM, Monday - Friday

Hybrid Role- Live within a 50 mile commute to the LaVergne Office

Minimum Requirement

Typically requires 5+ years of related experience.

Education

High School Diploma or equivalent

Critical Skills

• Minimum of 5 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

Additional Skills

• Excellent customer service communication skills and impeccable track record of reliability.

• Experience with answering a high volume of inbound calls

• Able to work independently and drive results for customers and account managers.

• Experience using Customer Service technologies including but not limited to: Cisco, Salesforce.com, Supply Manager, Workforce Management Tools, etc.

• Assist Customers on McKesson technologies.

• Professional communication with strong written and verbal communication skills and ability to interact with internal/external customers including vend