Customer Care Representative

McKesson•Mason, OH

11d•$16 - $27•Onsite

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.

Requirements

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
1 + years of customer service or other relevant experience
Resolution with an effortless customer experience in mind
Ability to communicate in a professional manner via both phone and email
Problem resolution
Promotes a constructive and positive team atmosphere, reflects team values, contributes actively to the team’s success
Able to make logic and business sense decisions within operational and program guidelines
Strong written communication skills
Basic math skills
Self-motivated on all initiatives
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

Nice To Haves

Proficient in Sales Force
Proficient in SAP

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.