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Customer Service Rep 3

Company: McKesson - Pharmaceutical
Location: Murfreesboro
Posted on: December 4, 2019

Job Description:

To effectively and efficiently process the day to day post sales transactional requests and maintenance and reporting requests for MPB Customer Service Team with detailed level of accuracy. Continue to identify, research, and submit service improvement requests under general supervision from the Customer Service Supervisor. The overall organizational reporting relationship falls under the VP of Customer Experience. Customer Service Job Duties: - Responsible to answer incoming customer phone calls and engage with the MPB customer base to gain a clear understanding of the customers need. - Research customer inquiries using MPB systems and handle or expedite the request to the appropriate supporting teams that will facilitate the customer resolution. - Log incoming customer phone calls in the Customer Relationship Management system (CRM) and route ticket for appropriate follow-up needs. - Ensure that all appropriate contact information is updated on the customers account. - Process customer returns in accordance with the MPB return good policy/vendor return policy as outline in the MPB- SOP. Schedule product pick-up with courier services. Responsible to follow-up and ensure timely processing of the return requests by working closely with the DC to manage the number of days pending returns are outstanding and closing the loop with the customer. - Process customer Credit/ Rebill requests under the guidelines established within the MPB Standard Operating Procedure (SOP) and manufacturer policy guidelines for such requests. Ensures timely processing of requests and close the loop with the customer, MPB Operation Team/ Shared Service Team - Responsible for credentialing and requesting system access for new/ existing accounts and manages requests for customer/account profile set-up and user access requests on McKesson Connect - Assist customers with processing on- line order requests and facilitate inquires related to on-line ordering issues to the appropriate contacts for resolution - Responsible for the validating paperwork accuracy and submitting documents to the Master Data and finance team for new accounts, extensions and reactivations, closing of accounts - Responsible for the maintenance and records retentions of existing MPB specific accounts for DEA, State Licenses GPO affiliations, HIN numbers; etc. - Responsible for tracking customer orders from the time that the order leaves the DC until package is signed for at the customers office. - Created customer scorecards for service metrics (Must have strong skills using Microsoft Excel, V-lookup and Pivot table experience). - Responsible to partake in a rotational FedEx tracking on Saturday for emergency shipments validate delivery and log delivery details on a spreadsheet - Oversee the day to day activities of the MPB consignment program related to order management, processing short-dated returns, monthly reconciliation, invoicing of inventory and schedule intake calls to provide customer with detailed program overview collect the required documents need to add new customers to the program Professional Development: - MPB customer service representatives are required to participate in professional development training classes and programs related to company policies, best business practices, cultural initiatives; such as ICARE, ILEAD - Complete McKesson Learning Center trainings assigned by the business in efforts to increase their overall business acumen - Participate in Quarterly Goals designed for development and improve internal processes - Participate in IDP and cross-training initiative designed to improve internal build bench strength and increase potential for future growth. Qualifications: A high school diploma; GED equivalent 2 years of professional customer service; or call center related experience preferably in healthcare industry. Learned Skills: Time management, professional written and verbal communication skills inclusive of the ability to communicate technical systems data in a non-technical manner, demonstrated effective mediation skills, strong problem-solving skills, analytical skills, computer proficiency in Microsoft Office and the ability to successfully manage multiple projects and deadlines in a fast-paced environment. Specialized Skills: Strong experience using Microsoft Excel WORK ENVIRONMENT: Work is performed at a desk in an office environment 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 *************************************. Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through internal career site.Join us at McKesson!

Keywords: McKesson - Pharmaceutical, Murfreesboro , Customer Service Rep 3, Sales , Murfreesboro, Tennessee

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