PL Customer Care 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.

The Customer Care 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.

• 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.
• Investigates and resolves customer issues, including but not limited to, shipment discrepancies, delivery delays, pricing differences, order blocks
• Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction
• Performs day end clearance processes to ensure all orders are successfully moving through the system to ship as expected and research/resolves issues to avoid service disruption
• Provides reporting as needed to support the client and operation
• Attends client meetings as needed to represent the Customer Care function.
• Processes return orders according to the client return policy
• Coordinates the creation of new client customers through the master data process

• 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
• Client Service Focus
• Resolution with an effortless customer experience in mind
• Ability to communicate in a professional manner via both phone and email
• Promotes a constructive and positive team atmosphere, reflects team values, contributes actively to the team’s success
• Able to make logical decisions within operational and program guidelines

Typically requires 1+ years of relevant experience

• Strong written communication skills
• Basic math skills
• Self-motivated on all initiatives
• Computer literacy in a Windows environment
• Multi-tasking/pivoting from one client to another
• Works with sense of urgency
• Proficient in Microsoft Excel and Outlook
• Process Improvement focused

• Proficient in Sales Force
• Proficient in SAP

Environment (work at home/hybrid) – Office Environment

Physical Requirements (being able to work sitting for 8+ hours a day)

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