Customer Care Supervisor

McKesson•Mason, OH

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. 3PL Customer Care Supervisor Job Description: Current Need: McKesson 3PL Client Services seeks a Customer Care Supervisor to lead a team of Customer Care Representatives, ensuring exceptional customer support for our third-party logistics clients. Position Description: The Customer Care Supervisor is responsible for managing customer service operations to ensure exceptional service delivery and resolution of customer and client inquiries. This role involves leading a team of Customer Care Representatives, fostering a culture of excellence, continuous improvement, and alignment with McKesson's core principles.

Requirements

3+ years in customer service or call center leadership.
Proven ability to build and maintain customer relationships.
Strong communication skills tailored to diverse audiences, including executives.
Data-driven decision-making.
Conflict management and problem-solving abilities.
Experience in coaching, interviewing, hiring, and training.
Business acumen and cross-functional leadership skills.
Proficient in MS Office Suite, especially Excel.
Prioritization of deliverables with a sense of urgency
Attention to detail and organizational skills.
Willingness to travel up to 5%.

Nice To Haves

Preferred experience in third-party logistics, drug distribution, PBM, or customer service.
Previous experience in SAP, Salesforce, and call center applications.

Responsibilities

Manage Customer Care operations to ensure timely resolution of customer and client inquiries related to orders, returns, and service issues.
Serve as a point of contact for escalated customer and client concerns related to Customer Care activities.
Collaborate with internal partners to resolve or redirect customer and client issues as needed.
Actively participate in client and internal meetings to collaborate on service initiatives and new program implementations.
Implement process enhancements to improve efficiency and service quality.
Lead a team of Customer Care Representatives, ensuring client program coverage and adherence to SOPs and contractual KPIs.
Oversee hiring, onboarding, and training for team members.
Facilitate regular performance and development activities including monthly 1:1s, quarterly performance discussions, coaching, and quality reviews.
Set clear expectations for team member performance, hold individuals accountable to expectations, and provide consistent performance feedback.
Communicate goals and business updates effectively to keep the team informed and aligned with company objectives.
Facilitate effective communication and conflict resolution within the team and with customers.
Ensure team fluency in all technical applications and programs.
Promote a lean mentality for continuous improvement.
Uphold McKesson's I2CARE/ILEAD principles and drive team engagement.
Manage team-related administrative responsibilities, including but not limited to scheduling, timecards, system access requests, employee scorecards, performance plans and disciplinary actions.
Provide program reporting as needed.