3PL Customer Care Representative

McKesson; La Vergne (TN); Hybrid; USD 21,000 - 34,000; Full time

Job summary

The Aesthetics Customer Care Representative at McKesson serves as a frontline experience professional supporting our 3PL business. You will manage inbound calls and emails, enter and track orders, coordinate returns, resolve inquiries, and manage Salesforce cases within SLAs.

The role requires strong communication, attention to detail, multitasking in a fast paced environment, and a commitment to first‑call resolution.

Qualifications

• Typically requires 1+ years of relevant experience.
• High school diploma or equivalent.
• Strong written communication skills and data entry.
• Proficiency with Microsoft Excel and Outlook.
• Experience with CRM platforms such as Salesforce.
• Experience with SAP is preferred.

Responsibilities

• Serve as the primary contact for customers via calls, emails, and Salesforce cases.
• Process orders accurately, track shipments, and handle returns.
• Resolve issues within SLAs and coordinate with internal teams.
• Support account maintenance and new account setup.
• Participate in team meetings and continuous improvement.

Skills

Strong customer service

Communication skills

Microsoft Excel

Microsoft Outlook

Multi-tasking

Data entry accuracy

Education

High school diploma or equivalent

Associate's or Bachelor's degree (preferred)

Tools

Salesforce

SAP

Job description

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 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.

Key Responsibilities

• 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

Key Skills/Competencies

• 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

Minimum Job Qualifications

Typically requires 1+ years of relevant experience

Required Skills

• 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

Preferred System Experience

• Proficient in Sales Force
• Proficient in SAP

Work Environment

Environment (work at home/hybrid) – Office Environment

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

Aesthetics Customer Care Representative Job Summary

The Aesthetics Customer Care Representative serves as a frontline customer experience professional supporting McKesson's 3PL business. This role is responsible for providing exceptional service through inbound customer interactions, order management, account support, and issue resolution. The representative partners with customers to ensure a seamless experience by entering and tracking orders, coordinating returns, resolving inquiries, and managing Salesforce cases within defined service level agreements (SLAs).

Success in this role requires strong communication skills, attention to detail, the ability to multitask in a fast-paced environment, and a commitment to delivering first-call resolution whenever possible.

Key Responsibilities

• Serve as the primary point of contact for customers by managing inbound calls, emails, and Salesforce cases while delivering a professional and customer-focused experience.
• Process customer orders accurately and efficiently, including order entry, order tracking, shipment inquiries, delivery updates, and return request initiation.
• Manage and resolve customer issues, account inquiries, and Salesforce cases within established service level agreements (SLAs).
• Support customer account maintenance activities, including new account setup, account updates, and coordination with internal partners to resolve account restrictions or licensing requirements.
• Collaborate cross-functionally with Finance, Master Data, Collections, and other internal teams to address customer needs and ensure timely issue resolution.
• Research and track shipments, monitor order progress, run assigned reports, and communicate updates to customers as needed.
• Escalate complex inquiries to the appropriate department while maintaining ownership of the customer experience.
• Participate actively in team meetings, coaching sessions, ongoing training programs, and continuous improvement initiatives.
• Complete special projects and additional responsibilities as assigned by leadership.

Qualifications

Required

• High school diploma or equivalent
• Typically requires 1+ years of relevant experience
• Strong customer service and communication skills
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint
• Ability to multitask and prioritize competing responsibilities
• Strong attention to detail and sense of urgency
• Ability to work effectively in a fast-paced, team-oriented environment
• Strong computer and keyboarding skills
• Ability to maintain schedule adherence and performance expectations

Preferred

• Associate's or Bachelor's degree
• Previous customer service, call center, order management, or customer support experience
• Experience working with CRM platforms such as Salesforce

Schedule

Monday-Friday

10:30 AM - 7:00 PM CST/ 11:30AM-8PM EST

Compensation

Starting pay: Around $18.00 per hour, based on skills, qualifications, and relevant experience

(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)

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.

Our Base Pay Range for this position

$15.24 - $25.40

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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 (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!