McKesson Customer Service Manager in Jacksonville, Florida

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Medical-Surgical provides medical-surgical supplies and equipment to physicians' offices, home care agencies, long-term care facilities and surgery centers. Our catalog includes more than 150,000 national brand products from bandages to exam tables, plus McKesson's own line of high-quality medical-surgical products. We're proud to be the only national distributor serving the entire continuum of healthcare.

Every single McKesson employee contributes to our mission—by joining McKesson Medical-Surgical you act as a catalyst in a chain of events that helps millions of people all over the globe. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. 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.

Join our team of leaders to begin a rewarding career.

Current Need

We are seeking a Customer Service Manager to join our team in Jacksonville, FL.

Position Description

Responsible for personnel both direct and indirect within the defined customer service center. Mentor and develop customer service leaders by cultivating an environment of collaboration and independence; encouraging and empowering leaders to develop a world class customer service team. Professionally and effectively work in partnership with all levels of McKesson personnel.

Key Responsibilities:

  • Oversee all customer service human resource objectives by assisting CSM1: interview and select; job expectations; appraising and reviewing job contributions; planning and reviewing compensation; enforcing policies and procedures and corrective action documentation and communication. Assist CSM1 with employee development: training; scheduling; coaching; counseling; monitoring

  • Point of contact for handling complex and escalated internal and external customer complaints and/or issues.

  • Responsible for reviewing and monthly reporting of data for customer service center, ensuring all metrics are meeting expectations. Identify and implement strategies to improve quality of service, productivity and growth.

  • Responsible for meeting customer service financial objectives

  • Schedule and facilitate regular monthly meetings with direct reports. Funnel corporate and department initiative/directives for communication to team. Participate in leadership communication meetings as mandated.

  • Attending, contributing and presenting at sales meetings

  • Take initiative as a contributor or leader on both local and national projects

Minimum Requirements

3 years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience

Critical Skills

  • 3 years customer service experience

  • 2 years experience leading a team of direct reports

  • Intermediate proficiency with MS Office

Additional Knowledge & Skills

  • Aspect/Workforce Management experience preferred

  • Verint experience preferred

  • Cisco experience preferred

  • Proven Leader

  • Excellent relationship builder with various cross functional teams

  • JD Edwards experience preferred

  • Salesforce.com experience preferred

  • Strategic thinker

  • Strong client-facing and communication skills

  • Working knowledge of customer service policies, practices and systems

  • Strong problem solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated problems/questions

  • Professional communication; strong written and verbal communication skills

  • Ability to motivate team

  • Ability to lead team through change

  • Ability to build and maintain bench strength

  • Energetic self-starter with attention to detail

  • Business Acumen

Education

4-year degree in business or related field or equivalent experience

Physical Requirements

General Office Demands

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.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

Job: Customer Care

Organization: McKesson Medical Surgical

Title: Customer Service Manager

Location: Florida-Jacksonville

Requisition ID: 18003741