Customer Service Representative

McKesson; Louisville (KY); Hybrid; USD 21,000 - 35,000; Full time

Job summary

McKesson is seeking a Customer Care Representative to support its 3PL business from a primarily remote role with occasional on-site attendance at the local office. You will handle inbound customer inquiries, enter and track orders, coordinate returns, and manage Salesforce cases within SLAs.

You will collaborate with Program Managers, DC Operations, QA, Master Data, and Credit & Collections to ensure customer satisfaction, perform end-of-day order clearance, generate reports, and participate in

Qualifications

• Typically requires 1+ years of related customer service experience.

Responsibilities

• Manages client’s customer orders according to established program business rules.
• Answers inbound calls and inquiries from the client’s customers and client representatives for order placement, status, returns and designated topics.
• Triages inquiries to client partners per pre-defined processes.
• Manages customer cases within Salesforce to ensure all open inquiries are completed in a timely manner.
• Investigates and resolves customer issues including shipment discrepancies, delivery delays, pricing differences, order blocks.
• Works with internal partners to promote client and customer satisfaction.
• Performs day end clearance processes to ensure orders move through system to ship as expected.
• Provides reporting to support the client and operations.
• Attends client meetings to represent Customer Care.
• Processes return orders according to client policy.
• Coordinates creation of new client customers through master data process.

Skills

Strong written communication

Basic math

Self-motivated

Windows computer literacy

Multi-tasking

Sense of urgency

MS Excel

Outlook

Process improvement

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.

Position is primarily remote/work from home but will require occasional attendance at the local McKesson office.

Job Summary

The 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).

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.

Minimum Job Qualifications

Typically requires 1+ years of related customer service 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 Skills

• 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)

Schedule

• Monday-Friday
• 9:30 AM - 6:00 PM EST

Compensation

Starting pay: $17.00 - $18.00 per hour, based on skills, qualifications, and relevant experience

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. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$15.24 - $25.40

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

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.

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