Job Description

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.

Back Office Support Specialist

Schedule: 10:30 AM to 7:00 PM CT

Must have work schedule flexibility, Monday through Friday, between 6AM (CT) and 7:00pm (CT)

The primary role of the Support Specialist is to provide customer satisfaction through day-to-day account support and issues resolution. R esponsible for servicing Customer Experience Operations and other McKesson business partners . Has thorough 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.

Key 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 kn owledge 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 D istribution 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.

Minimum Requirement

Typically requires 5+ years of related experience.

Critical Skills

• 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

Additional Skills

• 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 ​

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!

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