Sr. Customer Service Specialist

McKesson•Fort Worth, TX

1d•$21 - $35

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. Position Overview The primary role of the Support Specialist is to provide customer satisfaction through day-to-day account support and issues resolution. Responsible for servicing Customer Experience Operations and other McKesson business partners. Has through working knowledge of internal systems, audit analysis, research, and reporting. Documents customer interactions via Customer Relationship Management tool/Salesforce or other documentation and delivers a high degree of customer service with a focus on one touch resolution. Salary: Target budget is at $23.50/hour. Hours: Monday - Friday, 10:30am - 7pm

Requirements

Typically requires 5+ years of related experience.
5+ years of related customer service experience
Six months to one-year experience in Customer Support Specialty, handling inbound calls from customers
Proficiency in MS Office including Excel, Word, and Outlook
Excellent and effective business communication skills both verbally and in writing
Ability to work independently and drive results for customers
Ability to work effectively in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks
Able to prioritize and manage time effectively to meet various deadlines and customer expectations
Must be detailed and organized
Experience and success with conflict resolution
Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customer problems/questions in a timely manner
Must have work schedule flexibility, Monday through Friday, between 6AM (CT) and 7:00pm (CT).

Nice To Haves

Microsoft Office (Excel, Word, Outlook)
SAP CRM, ECC, Salesforce and Verint
Good oral and written communication
Organized and detail oriented
Problem solving and conflict resolution
Positive attitude and strong work ethic
Excellent attendance record

Responsibilities

Accept inbound escalations and handle customer requests from Customer Support, External customers, and other Business partners
Place direct, drop ship, MOE, and remote enhanced delivery orders
Meet all departmental service level agreements
Log support errors with clear documentation
Enter all escalations in tracking system with accuracy and well documented call notes
Work with the DC to reconcile customers’ accounts and negotiating fees and returns with suppliers formulating resolutions that create the least financial impact to McKesson.
Shares expertise with colleagues and others
Participate in business partner meetings or conference calls related to new process creation and existing process improvement
Follow documented knowledge articles for all escalations
Work with multiple computer applications
Make outbound calls professionally and timely
Communicate and provide reporting around updates, and sales reports to senior leaders across the Distribution network, sales team, account management team, other McKesson business partners and external clients (include omit reports, auto source, uploads, and etc.)
Manage multiple processes that provide specialized service supporting the inbound phone teams, DC Operations, field sales teams and corporate account management
Create and update knowledge articles related to Back Office and Customer Support team processes (includes all that we support)
Work with regulatory around analyzing threshold reports
Process credit and rebills for McKesson Plasma and Biologics
Research and update DEA and STATE license for customers to decrease order delay
Provide feedback to improve, modify, and streamline processes to address inefficiencies
Work with SAP and Salesforce groups around system issues, stuck orders, etc.