Senior Customer Care Specialist – Concierge Program

McKesson•Shepherdsville, KY

16d

About The Position

The Senior Customer Care Specialist – Concierge Program delivers a premium, white glove onboarding and support experience for corporate account customers enrolled in McKesson’s Concierge Service. This role serves as the customer’s primary point of contact during onboarding, coordinating all setup activities, leading customer training, and ensuring a seamless transition into steady state operations. The Specialist partners closely with cross functional teams—MDM, Underwriting, Credit, Contract Administration, and Customer Care—to ensure accuracy, clarity, and consistency throughout the onboarding process. This position requires strong problem solving skills, exceptional communication, and a passion for delivering elevated customer experiences.

Requirements

Typically requires 5+ years of relevant experience including customer care, account management, onboarding, or similar service roles.
Meeting with and presenting to customers on camera with professionalism and confidence.

Nice To Haves

Prior experience with corporate accounts or multi‑site customer structures.
Familiarity with pricing platforms, contract administration, and customer center functionality.
Proven track record of delivering high‑touch or premium customer experiences.
Strong working knowledge of McKesson systems, order processing, new account setup, and credit workflows.
Excellent communication, organization, and relationship‑building skills.
Ability to guide customers through complex processes

Responsibilities

Lead one‑on‑one onboarding consultations to understand customer structure, ordering methods, expected volume, pricing platform, and access needs.
Set clear expectations for the onboarding process and establish timelines for key milestones.
Serve as the single point of contact during onboarding, ensuring all required documents (credit applications, financials, access forms) are complete and accurate.
Coordinate with internal teams to ensure timely account creation, pricing submission, and order readiness.
Schedule and facilitate welcome calls and customer portal walk‑throughs via Teams.
Provide hands-on guidance within the customer portal, including placing orders, managing credit cards, adding/removing users, and navigating invoices.
Ensure user access, permissions, and login credentials are properly configured.
Provide clear, easy-to-follow training materials and reference documents.
Conduct follow-up calls to confirm onboarding success and address outstanding questions.
Perform quarterly account access reviews to maintain accuracy of user lists and contact details.
Maintain proactive communication to ensure an exceptional customer experience.
Identify opportunities to refine onboarding processes and enhance the concierge customer journey.
Support conceptual value‑added services such as shipment notifications or auto ship scheduling.
Capture customer feedback to contribute to program enhancements.