Customer Service Representative

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

Job summary

McKesson Corporation is seeking a Customer Care Representative to support its 3PL business from a remote role with occasional office attendance. The position focuses on inbound customer interactions, order management, and issue resolution to ensure a seamless client experience.

Key duties include order entry, status inquiries, returns processing, and Salesforce case management within SLAs. Collaboration with internal teams and reporting are also part of the role.

Qualifications

• Typically requires 1+ years of related customer service experience.
• Strong written communication is essential for customer interactions.
• Proficiency with Microsoft Excel and Outlook supports reporting and tracking.

Responsibilities

• Manage client orders and process entry according to program rules.
• Answer inbound calls and inquiries on order placement, status, returns, and topics.
• Triage inquiries to client partners per defined processes.
• Manage customer cases in Salesforce to resolve inquiries promptly.
• Investigate and resolve issues like shipment delays and pricing discrepancies.
• Collaborate with internal teams to maintain client satisfaction.
• Perform day-end clearance to ensure orders ship as expected.
• Provide reporting to support the client and operations.
• Attend client meetings when needed to represent Customer Care.
• Process return orders per client policy.
• Coordinate creation of new client customers via master data.

Skills

Strong written communication

Basic math

Self-motivated

Windows literacy

Multi-tasking

Sense of urgency

Excel and 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.

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 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 Salesforce 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 your 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 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.

Join us at McKesson!