McKesson Customer Service Representative in Ontario, Canada
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 17 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 Customer Service Supervisor, the incumbent is the first point of contact for our end-customers (wholesalers, pharmacists, physicians, clinics, etc.) and ensuring a positive experience with McKesson Specialized Distribution. In addition, responsibilities include assisting end-customers with their product orders, answering questions and providing prompt resolution to any potential concerns.
Duties and responsibilities include but are not limited to:
Act as the main point of contact for end-customers (wholesalers, pharmacists, physicians, clinics, etc.) for McKesson Specialized Distribution
Coordinate and manage the setup of new end-customer requirements in our systems and processes, business transition planning, customer requirements (regulatory, quality, IT, operational, financial, and BI) settings, metrics and reporting needs, and working with all internal teams to ensure a positive and seamless on-boarding of new end-customers for McKesson Specialized Distribution
Work with internal and external stakeholders to address and resolve specific end-customer requirements/ issues
Manage and support our end-customers, support any calls/inquiries required in order to ensure a positive customer experience
Build Customer Service metrics, KPI’s and dashboards for tracking the continuous improvement of the Customer Service Experience
Support end-customers on return claims through follow up to provide authorization
Inform end-customers regarding order matters, i.e.: late deliveries, etc.
Enter customer orders as needed
Communicate with Claims Department with regards to unpaid credits and claims
Issue paperwork for special returns and investigate claims where required
Supply narcotic codes and Pharmacist set-up
Provide technical support to end-customers (EDI, Pharmaclik)
Participate in Customer meetings, from time-to-time, as the Customer Service expert
Participate in Business Development strategies and opportunities by proposing recommendations on value-added services to manufacturers/customers
Perform miscellaneous duties as assigned by the Warehouse Manager, Specialized Distributions
Always keep work area safe, organized and clean
In its job functions, responsible for implementing the highest standard of Quality & Compliance across all operational processes, and enforcing Regulatory and Good Manufacturing Practices (GMP) as required by Health Canada and as required by acting on behalf of the manufacturers
Follow company Health and Safety policies
Minimum 2-5 years of customer service experience, preferably as a pharmacy technical assistant or in a call center environment
English, French an asset
Experience in a pharmaceutical company is an asset
College diploma or equivalent certification in a related field
Strong communication skills, written and verbal
Strong organizational skills and ability to adapt to a changing environment
Strong problem resolution and trouble-shooting skills
Strong ability to influence
Strong computer and telecommunication skills including a very good knowledge of: Outlook, Word, Excel, Windows, Power Point and Database Management
Experience with monitoring call quality and analyzing call center metrics
Strong understanding of McKesson Specialized Distribution systems and processes, as well as Specialty Services
Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that 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.
No agencies please.
The material contained herein is provided for informational purpose only. All open jobs offered by McKesson Canada on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.
The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson Canada attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.
By providing your application to McKesson Canada you hereby consent to McKesson Canada obtaining personal information regarding you that is related to the position applied for. You also consent to McKesson Canada transferring your application details to our recruitment partners for their review and assistance. You also consent to McKesson Canada keeping your application on file.
McKesson Canada is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.
Job: Customer Care
Organization: McKesson Canada
Title: Customer Service Representative
Requisition ID: 18001110