Customer Care Associate

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 tomorrows health today, we want to hear from you.
The Customer Care Associate performs customer service activities on behalf of pharmaceutical manufacturers. In this position, the CSA 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:
This associate will work the mid shift of 11 AM- 8 PM EST. Manages clients 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 clients 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.
Processes return orders according to the client return policy.
Coordinates the creation of new client customers through the master data process.
Investigates and resolves customer issues, including but not limited to, shipment discrepancies, delivery delays, pricing differences, order blocks
Performs day end clearance processes to ensure all orders are successfully moving through the system to ship as expected.
Provides reporting as needed to support the client and operation.
Attends client meetings as needed to represent the Customer Care function.
Works collaboratively with internal partners, such as Program Managers, DC Operations, Quality Assurance, Master Data, Credit and Collections, to promote client and customer satisfaction.
Key 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
Customer Focus
2 years of customer service or other relevant experience
Strong sense of urgency to resolve customer issues
Ability to communicate in a professional manner via both phone and email
Problem resolution
Citizenship
Promotes a constructive team atmosphere, reflects team values, contributes actively to the teams success
McKesson Specific Functions
Able to make decisions within operational and program guidelines
Minimum Job Qualifications:
Some college preferred.
Minimum 2 year experience in a customer service environment preferred.
Preferred Skills:
Computer literacy in a Windows environment
Proficient in Microsoft Excel and Outlook
Proficient in Sales Force
Basic math skills, especially percentages
Works with sense of urgency
Multi-tasking/pivoting from one client to another
Process Improvement focused
Self-motivated on all initiatives
Work Environment:
Environment (work at home, warehouse, etc.) – Office Environment
Physical Requirements (being abl