Senior Specialist, Customer Care - McKesson Specialized Distribution - #449293

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.

Job Summary

Reporting to the Senior Manager, MSD Customer Care, the Senior Customer Care Specialist provides courteous, quality service to customers located throughout Canada. The responsibility of a Senior Specialist includes:

• Order entry for a roster of MSD accounts
• Handling inbound calls
• providing advanced support
• ensuring quality service
• fostering strong customer relationships
  
  
  

The Senior Specialist is a key resource for both customers and the Customer Care team, leveraging their expertise to deliver exceptional support.

Responsibilities

Team Engagement and Morale:

• Foster a positive and supportive work environment, promoting teamwork, motivation, and employee engagement.
• Be committed to and represent the ILEAD & I2CARE principles.
• Collaborate with other support team members and cross-functional teams to share insights, best practices, and feedback, fostering a collaborative and supportive work environment.
  
  
  

Provide Advanced Support:

• Address complex inquiries and issues from customers regarding products or services.
• Ensure high levels of customer satisfaction by providing timely and effective resolution to customer inquiries and issues
• Successfully handle escalated customer issues with professionalism and efficiency, resolving them promptly
• Collaborate with other departments to resolve complex issues.
• Prioritize other tasks as required by management.
  
  
  

Process Improvement:

• Collaborate with MSD Process Specialist to identify areas for process improvement and contributing to enhancing the overall specialist and customer experience.
• Support initiatives and stretch assignments as required.
  
  
  

Position Requirements

• Previous experience in a call centre or customer care role, with a strong understanding of processes and procedures. Minimum five (5) years’ experience.
• Community pharmacy experience would be an asset or experience in customer care in any healthcare field.
• Advanced technical skills and expertise in troubleshooting issues.
• Bilingual French/English (good written and verbal skills).
• Excellent communication and interpersonal skills, with the ability to effectively mentor and assist frontline agents.
• High level of professionalism – dealing with customers and colleagues.
• Strong problem-solving abilities and the ability to handle escalated customer issues with professionalism and empathy.
• Proficiency in documenting customer interactions and resolutions accurately for reference and reporting purposes.
• Ability to work collaboratively in a fast-paced, high order volume environment and contribute to the success of the customer care team.
• Continuous learning mindset with a willingness to stay updated on industry trends and best practices in customer care.
• Experience with Microsoft Office Suite is a must. Additional experience with Salesforce, SAP, AS/400, Power BI would be beneficial.
  
  
  

Additional Information

• Flexibility to cover anytime within the Hours of Operation
• Monday – Friday 8:30am -5pm, Eastern Time
• This role is hybrid (work from home and in-office visits).
  
  
  

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

$53,200 - $88,600

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!