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Sr Customer Service Specialist

4 months ago

Fort Worth, United States McKesson Full time

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.

Back Office Support Specialist

Hours 10:30AM CST -7:00PM CST

Description

The primary role of the Support Specialist is to provide customer satisfaction through day-to-day account support and issues resolution. Responsible for servicing Customer Experience Operations and other McKesson business partners. Has through working knowledge of internal systems, audit analysis, research, and reporting. Documents customer interactions via Customer Relationship Management tool/Salesforce or other documentation and delivers a high degree of customer service with a focus on one touch resolution.

Key Responsibilities

  • Accept inbound escalations and handle customer requests from Customer Support, External customers, and other Business partners
  • Place direct, drop ship, MOE, and remote enhanced delivery orders
  • Meet all departmental service level agreements
  • Log support errors with clear documentation
  • Enter all escalations in tracking system with accuracy and well documented call notes
  • Work with the DC to reconcile customers' accounts and negotiating fees and returns with suppliers formulating resolutions that create the least financial impact to McKesson.
  • Shares expertise with colleagues and others
  • Participate in business partner meetings or conference calls related to new process creation and existing process improvement
  • Follow documented knowledge articles for all escalations
  • Work with multiple computer applications
  • Make outbound calls professionally and timely
  • Communicate and provide reporting around updates, and sales reports to senior leaders across the Distribution network, sales team, account management team, other McKesson business partners and external clients (include omit reports, auto source, uploads, and etc.)
  • Manage multiple processes that provide specialized service supporting the inbound phone teams, DC Operations, field sales teams and corporate account management
  • Create and update knowledge articles related to Back Office and Customer Support team processes (includes all that we support)
  • Work with regulatory around analyzing threshold reports
  • Process credit and rebills for McKesson Plasma and Biologics
  • Research and update DEA and STATE license for customers to decrease order delay
  • Provide feedback to improve, modify, and streamline processes to address inefficiencies
  • Work with SAP and Salesforce groups around system issues, stuck orders, etc
Critical Skills
  • Six months to one-year experience in Customer Support Specialty, handling inbound calls from customers
  • Proficiency in MS Office including Excel, Word, and Outlook
  • Excellent and effective business communication skills both verbally and in writing
  • Ability to work independently and drive results for customers
  • Ability to work effectively in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks
  • Able to prioritize and manage time effectively to meet various deadlines and customer expectations
  • Must be detailed and organized
  • Experience and success with conflict resolution
  • Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customer problems/questions in a timely manner
Additional Knowledge & Skills
  • Microsoft Office (Excel, Word, Outlook)
  • SAP CRM, ECC, Salesforce and Verint
  • Good oral and written communication
  • Organized and detail oriented
  • Problem solving and conflict resolution
  • Positive attitude and strong work ethic
  • Excellent attendance record
Minimum Requirements
  • 5+ years of related customer service experience


Benefits & Company Statement
McKesson believes superior performance - individual and team - that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it's flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health, and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies, and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can't do it without you. Every single McKesson employee contributes to our mission-whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company-and of healthcare. At McKesson, you'll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$20.56 - $34.26

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Disability_Accommodation@McKesson.com. Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson