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Customer Care Specialist
3 weeks ago
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.
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.
McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.
At McKesson Canada, you'll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.
Reporting to the Supervisor of National Customer Care, the Customer Care Specialist provides courteous, quality service to retail pharmacies located throughout Canada. You are the first point of contact for pharmacists. You will be responsible for building rapport and assisting customers with their product orders, answering questions and providing prompt resolution to any potential concerns, while ensuring our customers have a positive experience with McKesson Canada.
**Responsibilities**:
- High level of phone confidence & professionalism in all modes of communication with internal or external customers
- Accurately handle complex customer service requests as the initial point of contact, utilizing multiple administrative systems within the defined service standards
- Analytical and problem-solving skills assuming responsibility and taking ownership until resolution achieved.
- Organizational/prioritization skills to be able to work in a multitasking environment.
- Ability to manage multiple levels from low to high priority tasks ensuring all deadlines is met.
- Learning style that can adapt quickly to meet the needs of the business.
- Commitment to achieve high levels of service excellence and ability to work independently or within a team.
- Ability to embrace continuous learning and customer service expectations in an environment that is constantly changing.
- Experience with Word, Excel, Salesforce CRM and IBM's AS/400 is an asset along with keyboarding skills.
- Ability to diagnose and resolve technical issues with operating systems, Internet browsers, and our customer internet-based system.
**Minimum Requirements**:
- Typically requires 3+ years of related experience.
**Additional Skills**:
- Customer service experience in a contact centre is an asset
- Retail pharmacy or Pharmaceutical service experience an asset
- Experience with Live Chat or SMS channel support an asset
- Customer-centred and empathetic approach with every interaction (online, on phone, in chat)
- Experience with Word, Excel, Salesforce CRM and IBM's AS/400 is an asset along with keyboarding skills
- Independent decision-making skills
- Able to work in a multitasking environment to meet set deadlines
- Strong conflict resolution skills
- Commitment to achieve high levels of service excellence and ability to work independently or within a team
- Organizational/prioritization skills to be able to work in a multitasking environment
- Availability to cover hours of operation
**Additional Information**
- Customer Care operational hours are:
- Sunday 12:00-8:00 pm; Monday to Friday 8:30 am - 10 pm, Occasional or weekend rotation may be required.
- Full-Time position with rotational start times within our hours of operation - flexibility required to work shifts within the hours of operation
- Hybrid - In office required minimum one a month.
