Government Customer Service Rep

Job title: Government Customer Service Rep

Company: McKesson

Job description: Current Need

We are seeking a Customer Service Representative to join our team in Jacksonville, FL and Scottsdale, AZ. Operating hours are 8am – 8 pm EST. Work schedule will be determined by business needs. There may be times you will need to work a different schedule to meet business needs. Some weekend shifts may also be required.

Position Description

To provide a world class customer experience for Government customers by proactively handling a variety of moderately complex service functions. Professionally and effectively interface with internal and external customers, along with cross-functional departments. This position requires excellent communication, customer service and follow-up skills.

Key Responsibilities:

Handle inquiries related to internal and external customer requests.

Able to provide answers on a full range of inquiries, through research and by applying strong product knowledge. Able to determine appropriate replacements and substitutions. Respond to all inquiries in a timely and professional manner. Electronic order review with order entry. Work with a sense of urgency and organization to ensure order is placed in accordance with McKesson policy and procedures. Able to provide professional accurate quotes to internal/external customers

Research and process credits for stocked and non-stock returns, damages and other discrepancies while complying with our return guidelines. Effectively communicate with customer and sales throughout the process.

Acts as a consultative partner that builds dedicated individual relationships. Responsible for generating specialized reporting, reviewing for order accuracy and providing backorder management. Customer liaison for back office support.

Act as liaison with Contract and Pricing departments to ensure pricing integrity, using proper systems and processes to handle requests

Responsible for case management, including closing cases on all resolved issues, updating and managing cases for any open issues (SFDC).

Utilize strong relationships with multiple departments (corporate, sales, licensing, distribution centers, etc.) through consistent coordination.

Effectively take ownership of the on-boarding process for new customers, including potential customer site visit to build relationship.

Minimum Requirements

3+ years of relevant experience

Critical Skills:

2+ years experience using Customer Service technologies (JD Edwards, Cisco and case management, etc.)

Intermediate knowledge of Microsoft Office (Including Word, Excel & Outlook)

Additional Skills:

Excellent customer service communication skills and impeccable track record of reliability.

Able to work independently and drive results for customers and account managers.

Experience using Customer Service technologies including but not limited to: JD Edwards, Cisco, Salesforce.com, Supply Manager, Workforce Management Tools, etc.

Strong medical supply knowledge preferred.

Assist Customers on McKesson technologies.

Professional communication; strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers

Medical supply and pharmaceutical knowledge preferred.

Extensive knowledge of customer service processes and procedures required.

Energetic self-starter with attention to detail who can be resourceful with issue resolution.

Able to effectively work in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks.

Able to prioritize and multi-task in order to meet various deadlines and customer expectations.

Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customers’ problems/questions in a timely manner.

Working knowledge of Microsoft Office (Including Word, Excel, Outlook and PowerPoint), internet explorer, and working knowledge of available research tools (i.e. Google, Chatter, etc.).

Keyboard proficiency.

Education

High School diploma or equivalent

Physical Requirements

Traditional office requirements. Large percent of time performing computer-based work is required.

Must be authorized to work in the US. Sponsorship is not available for this position.

For Internal Use Only: Career Level: B3

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!

Expected salary:

Location: Scottsdale, AZ

Job date: Fri, 12 Mar 2021 01:35:38 GMT


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