Customer Service Representative

Position Summary:

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.

Key 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.

Key Competencies:

• 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

Citizenship

• Promotes a constructive and positive team atmosphere, reflects team values, contributes actively to the team's success

McKesson Specific Functions

• Able to make logic and business sense decisions within operational and program guidelines

Minimum Job Qualifications:

Typically requires 1+ years of relevant experience.

Required Skills:

-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

Preferred Skills:

-Proficient in Sales Force

-Proficient in SAP

Work Environment:

Environment (work at home/hybrid) - Office Environment

Physical Requirements (being able to work sitting for 8+ hours a day)