Customer Service Representative

Effective Date: February 22, 2017

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McKesson Corporation is a Fortune 8 company and is one of the largest providers of healthcare supply chain management solutions, retail pharmacy, medical & pharmaceutical supplies, healthcare technology, community oncology and specialty care in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE shared principles, McKesson's 80,000 employees work together every day to make better care possible around the globe one product, one partner, one patient at a time.

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape the future of healthcare

**Current Need**

Our Medical-Surgical team is growing We are looking for experienced and self-driven Customer Service Representatives to join our newest team and begin training on **Monday, January 10, 2022.** To support customers across the United States, our operating hours are 8am 8pm Arizona time. Shifts are 8 hours per day with work schedules to be determined by business needs.

Working for McKesson comes with a robust menu of benefits and perks to fit all needs. As an employee of our company, you can expect things such as:

* **Compensation: $19/hour**

* Full suite of **h****ealth, dental and vision** plan options. With a hire date of January 10, 2022, health benefits will begin on February 1, 2022

* **16 days of PTO and 12 paid holidays**

* Retirement savings plan and **company matched 401K**

* Wellness resources and **rewards,** such as gift cards, rebates, medical premium discounts and fitness tracking devices

* **Onsite fitness center,** open 24/7

* **Paid training** to help you operate at your best

* **Career growth** opportunities

* So much more....

Our employees currently work remotely from home. New employees pick up their equipment (laptop, monitor, hardware, phone) from the office on their first day. Information regarding our 9 week training program will be provided prior to your first day.

**Position Summary**

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Medical-Surgical provides medical-surgical supplies and equipment to physicians' offices, home care agencies, long-term care facilities and surgery centers. Our catalog includes more than 150,000 national brand products from bandages to exam tables, plus McKesson's own line of high-quality medical-surgical products. Our customer service professionals provide support to the buyers for healthcare organizations and patients as well as company sales representatives. As the point of contact for queries and resolutions, this team manages customer relationships for McKesson's Medical Surgical business unit. Each team member provides customer services relating to sales, sales promotions, installations and communications, while ensuring a seamless turnaround in problem resolution is maintained and customer claims, product orders and complaints are resolved effectively and in accordance with consumer laws. He or she may also answer questions and provide prompt information related to potential concerns. In addition, the support specialist team assists in developing organization-wide initiatives to proactively inform and educate customers.

**Key Responsibilities**

* Manage inbound order-taking calls/order entry and perform basic cross-selling duties. (Place orders and educate customers of the basic products and services available to them. Work with a sense of urgency and organization to ensure correct order is placed in accordance with distribution center deadlines.)

* Research and process credits to customers for stocked returns, damages and other issues.

* Follow correct procedures and compliance guidelines, such as hazardous materials, cold chain compliance and pedigree, to determine and document accurate reasons for credits, issue customer credits, and organize the logistics of returned product, effectively communicating with customer and sales throughout the process)

* Respond to basic customer inquiries regarding products, pricing and basic back order reports in a timely and professional manner

* Provide customers requested documents (MSDS, catalogs, invoices, PODs) and samples

* Managing customer and product data within the system. Communicating with cross-functional departments in order to coordinate customer service

**Minimum Requirements**

1+ year relevant experience

**Critical Skills**

* 1+ years experience providing customer support and resolution by phone

* Intermediate proficiency with Microsoft Outlook and Excel

**Additional Knowledge & Skills**

* Experience using Customer Service technologies including JD Edwards, Cisco, case management, or Supply Manager preferred

* Professional communication; strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers

* Strong medical and pharmaceutical knowledge a plus.

* General knowledge of customer service processes and procedures

* 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 in order to meet various deadlines and customer expectations.

* Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropria