3PL Customer Care Representative

McKesson•Louisville, KY

4d•Hybrid

About The Position

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. 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.

Requirements

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
High school diploma or equivalent
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

Nice To Haves

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)
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
Proficient in Sales Force
Proficient in SAP
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

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
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.