Customer Care Supervisor

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 tomorrows health today we want to hear from you.

3PL Customer Care Supervisor Job Description

Current Need:McKesson 3PL Client Services seeks a Customer Care Supervisor to lead a team of Customer Care Representatives ensuring exceptional customer support for our third-party logistics role will also require the Supervisor to be a working leader as well as lead the day-to-day operations.

Position Description:The Customer Care Supervisor is responsible for managing customer service operations while also working alongside team to provide exceptional service delivery and resolution of customer and client inquiries This role involves leading a team of Customer Care Representatives fostering a culture of excellence continuous improvement and alignment with McKessons core principles.

Key Responsibilities:

• Customer Service Excellence:
  • Manage Customer Care operations to ensure timely resolution of customer and client inquiries related to orders returns and service issues.
  • Serve as a point of contact for escalated customer and client concerns related to Customer Care activities.
  • Collaborate with internal partners to resolve or redirect customer and client issues as needed.
  • Draft Create and Implement Work Instructions & SOPs
  • Actively participate in client and internal meetings to collaborate on service initiatives and new program implementations.
  • Implement process enhancements to improve efficiency and service quality.
• Team Leadership and Development:
  • Lead a team of Customer Care Representatives ensuring client program coverage and adherence to SOPs and contractual KPIs.
  • Oversee hiring onboarding and training for team members.
  • Facilitate regular performance and development activities including monthly 1:1s quarterly performance discussions coaching and quality reviews.
  • Set clear expectations for team member performance hold individuals accountable to expectations and provide consistent performance feedback.
  • Communicate goals and business updates effectively to keep the team informed and aligned with company objectives.
  • Facilitate effective communication and conflict resolution within the team and with customers.
  • Ensure team fluency in all technical applications and programs.
  • Promote a lean mentality for continuous improvement.
  • Uphold McKessons I2CARE/ILEAD principles and drive team engagement.
• Administrative Management:
  • Manage team-related administrative responsibilities including but not limited to scheduling timecards system access requests employee scorecards performance plans and disciplinary actions.
  • Provide program reporting as needed.

Critical Skills / Experience:

• 3 years in customer service or client liaison leadership.
• Proven ability to build and maintain customer relationships.
• Strong communication skills tailored to diverse audiences including executives.
• Data-driven decision-making.
• Conflict management and problem-solving abilities.
• Experience in coaching interviewing hiring and training.
• Business acumen and cross-functional leadership skills.
• Proficient in MS Office Suite especially Excel.
• Prioritization of deliverables with a sense of urgency
• Attention to detail and organizational skills.
• Willingness to travel up to 5%.

Additional Knowledge & Skills:

• Preferred experience in third-party logistics drug distribution PBM or customer service.
• Previous experience in SAP Salesforce.

Education:

• Bachelors degree in business or related field or equivalent experience.

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 McKessons 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

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .

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