Job Description
Acute Customer Service Specialist
Remote Type: Hybrid
Locations: USA, TN, LaVergne
Time Type: Full time
Job Requisition Id: JR0095224
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.
This is a remote position; however, candidates must live within 50 miles of our hub in La Vergne, TN to be considered.
The Acute Customer Support Specialist is responsible for interfacing with customers prior to and/or after sale. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has the authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Pre-sale: Analysis of customer inquiries to determine appropriate product literature; influencing shipping schedules; recognizing new business opportunities. Post-sale: Resolving production scheduling, shipping or invoicing problems; determining the validity of claims and scheduling returns; changing shipping schedules; and recognizing add-on business opportunities.
Schedule:
- Monday – Friday 9:30am to 6:30pm. Flexibility required per business needs.
Minimum Qualifications:
- 3+ years of related experience
Key Responsibilities:
- Assist customers with their product orders, answering questions and providing prompt resolution to any potential concerns
- Answers incoming customer calls, keys orders into computer system, reviews order with customer to ensure accuracy, and responds to general inquiries relating to pricing, invoicing, product availability, shipping status, buying history, etc.
- Research customer inquiries using MPB systems and handle or expedite the request to the appropriate supporting teams that will facilitate the customer resolution
- 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 complaints, interacting with other McKesson departments, and placing follow-up calls to customers to fully resolve any issues such as mis-shipped or lost orders, etc. and to ensure customer satisfaction
- Creates and maintains detailed and accurate customer account history notes in the (CRM) internal computer system by entering in incidents and related notes on a continual basis
- Assist customers with processing on- line order requests and facilitate inquires related to on-line ordering issues to the appropriate contacts for resolution
- Other duties and responsibilities as assigned by supervisor
Critical Skills
- Minimum of 2 years’ customer service experience or comparable Plasma Distribution industry experience
- Strong PC proficiency in MS Office and Outlook
- Ability to learn challenging and growing product portfolio
- Excellent communication skills
- High sense of urgency (working with critical life-saving drugs and time frames)
- Strong organization skills required
- Multitasking
Additional Skills
- 4 year degree preferred
- SAP experience a plus
- Working knowledge of plasma products desired