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 Senior Manager, Customer Experience, the incumbent is responsible for executing the strategy for Customer Experience for customers across the country.
This position is responsible for ensuring and upholding a high-quality customer experience through strong processes, leading customer service techniques, operational excellence, performance management, and effective problem resolution.
Key responsibilities include ensuring operational stability, solicitation of customer feedback, opportunity assessment and issue resolution, review and analysis of data, trends, programs and insights, and continuous improvement of customer care and support.
This entails working cross-functionally with key internal stakeholders to drive customer service excellence and strong customer loyalty.
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
Ability to drive sales
Ability to embrace change
High collaboration with other business units
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.
A minimum of one year of customer service experience - call center experience is a definite asset
Bilingual French/English applicants will be given preference
Position Requirements and Qualifications
University degree an asset
5- 7 years' experience in Customer Service or relevant field.
A minimum of 5 years' experience in the pharmaceutical industry.
Excellent organization and time management skills.
Professionalism and experience in dealing with demanding customers.
Demonstrated experience and success in leading teams and developing employees.
Excellent interpersonal skills. Team player.
Exceptional communication skills, both written and verbal.
Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.
Ability to collaborate with various levels of management and employees.
Bilingual an asset
Extensive knowledge of MS Office products (Power Point, Excel, Word, Project and Visio).
Knowledge of process and project management. Strong business acumen.
Solid experience working with management.
Attention to detail, while maintaining a strong sense of summary and ability to synthesize.
Ability to identify operational and strategic issues and proactively drive solutions.
Career Level S1
McKesson is an Equal Opportunity employer.
The material contained herein is provided for informational purpose only. All open jobs offered by McKesson 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 attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.
McKesson 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.
Current employees must apply through internal career site.
Join us at McKesson!
Internal Number: JR0039827
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.