Customer Service Manager

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 seeking a Customer Service Manager.

The Customer Service Manager leads the customer service team to deliver exceptional service and ensure high levels of customer satisfaction. Acting as the central point of contact for customer inquiries and resolutions, this role focuses on enhancing the customer experience across sales, manufacturer relations, and distribution centers. The manager upholds consumer laws, strengthens customer relationships, and develops proactive initiatives to educate customers on company policies and procedures. By fostering a culture of continuous improvement and collaboration, the Customer Service Manager is crucial in driving successful customer service operations and aligning them with the company's strategic objectives.

Key Responsibilities

• Serve as the main point of contact for customer queries, ensuring prompt and fair resolution of claims, orders, and complaints.

• Deliver customer services that support sales and product offerings, ensuring the maintenance of excellent customer relations.

• Develop and implement initiatives to proactively inform and educate customers.

• Supervise, monitor, and coordinate daily activities of staff in the assigned work area, ensuring alignment with objectives.

• Manage team activities that range from moderately complex to complex, developing work schedules and monitoring workflow to achieve goals.

• Interact with other supervisors, functional areas, management, and outside vendors to meet objectives.

• Support employees with customer relations issues and key negotiations, particularly within the sales function.

• Communicate departmental goals to the workgroup, leading interactions that involve exchanging information.

• Make decisions and solve problems guided by policies, procedures, and business plans, with general oversight from the manager.

• Prepare reports on customer service performance, identifying trends and areas for improvement.

• Lead and manage the customer service team, providing guidance and support to ensure high performance.

• Assist in the development and implementation of customer service policies, procedures, and standards to enhance the customer experience.

• Monitor and analyze customer service metrics to identify trends and areas for improvement.

• Handle complex customer inquiries and complaints, ensuring prompt resolution to maintain customer satisfaction.

• Collaborate with other departments to align customer service activities with company goals and objectives.

• Prepare and present regular reports on customer service performance to senior management.

• Stay updated on industry trends and best practices to continuously improve the customer service experience.

• Manage the customer feedback loop, ensuring feedback is utilized to improve products and services.

• Oversee the recruitment and onboarding process for new customer service staff.

Education & Minimum Requirements

• Degree or equivalent experience.

• Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.

Critical Skills

• 2 years in a supervisory capacity preferred.

• Strong leadership and team management skills, capable of supervising team members and managing work schedules.

• Excellent communication and interpersonal skills to handle customer interactions and support staff effectively.

• Ability to manage complex activities and make decisions that impact the workgroup and department goals.

• Proficient in customer service software and tools, with a strong understanding of consumer laws and customer service best practices.

Preferred Skills

• Experience in the infusion/medical business or healthcare industry.

• Familiarity with CRM systems and practices i.e. Salesforce, Cloud for Customers, SAP.

• Certification in customer service management or related fields.

• Drug Supply Chain Security Act compliance knowledge.

Working Conditions

• Hybrid role based in Lavergne, TN with some flexibility for remote work.

• This role may require occasional evening or weekend work.

• Manages on-call contact center that operates 24/7 after hours/weekends.

• Some travel required as part of the role.

• Must be authorized to work in the US unrestricted - This position is not eligible for sponsorship.

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, pleaseclick here.

Our Base Pay Range for this position

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!