CDC Customer Care Rep
About The Position
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. To provide world-class customer experience through electronic communication by handling a variety of service functions. Professionally and effectively corresponds with internal and external customers, along with cross-functional departments. This position requires excellent written communication, customer service and follow-up skills. Responsible for case management, including closing cases on all resolved issues, updating, and managing cases for any open issues. Research pre and post transaction issues regarding (but not limited to), damages, shortages, and other discrepancies while complying with organizational guidelines. Research, process and provide reporting on order tracking and shipping delays while complying with our shipping guidelines and policy. Communicating with internal and external customers throughout the process.
Requirements
- Typically requires 3+ years of related experience.
- High School Diploma or equivalent
- Typically requires 3+ years of customer service related experience.
- Minimum of 2 years' customer service experience
- Strong PC proficiency in MS Office and Outlook
- Excellent communication skills
- Strong organization skills required
- Emotional Intelligence
- Problem Solving Skills
- Excellent customer service communication skills and impeccable track record of reliability.
- Experience with answering a high volume of inbound calls
- Able to work independently and drive results for customers and account managers.
- Experience using Customer Service technologies including but not limited to: Cisco, Salesforce.com, SAP, Workforce Management Tools, etc.
- Assist Customers on McKesson technologies.
- Professional communication with strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers
- Extensive knowledge of customer service processes and procedures required.
- Energetic self-starter with attention to detail who can be resourceful with issue resolution.
- Able to effectively work in both a remote and onsite team environment, collaborating and ensuring open communication to achieve timely completion of all assigned tasks.
- Able to prioritize and multi-task to meet various deadlines and customer expectations.
Nice To Haves
- SAP experience a plus
- Also seeking Bi-Lingual Candidates
Responsibilities
- Assist customers with their product orders, answering questions and providing prompt resolution to any potential concerns
- Answers incoming customer calls, create cases within program application, and respond to general inquiries relating to ordering, shipment delays, order cancellations, shipping status, etc.
- Performs customer service functions such as handling customer complaints, interviewing customers on the phone to gain a clear detailed understanding of customer issues, researching customer requests, interacting with other McKesson business units and teams, and follow-up via email or phone call to customers to fully resolve requests such as returns, order errors, mis-shipped or lost orders, etc. and to ensure customer satisfaction
- Creates and maintains detailed and accurate customer account history notes in the (SFDC) internal computer system by entering in incidents and related notes on a continual basis
- Assist customers with processing online order requests and facilitate inquiries related to online ordering issues to the appropriate contacts for resolution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
