Customer Service Manager (Livonia)
Company Name:
McKesson
Headquartered in Richmond, Virginia, McKesson Medical-Surgical Group is the leading seller and distributor of medical-surgical supplies, equipment and supply chain solution services to the health care market. We're also a technological leader in the industry, developing products and services that improve processes and enhance quality and efficiency. With our 8,800 associates, we stock and distribute over 150,000 products using our vast footprint of distribution centers and serve more than 200,000 customers through sales channels that include over 2,000 sales resources. We're proud to be the only national distributor serving the entire continuum of healthcare. But we're especially proud to be the company our customers and their patients count on for solutions to their healthcare supply management needs.
Current Need
McKesson has two Customer Service Manager openings in Livonia, Michigan.
This position is responsible for providing service and support to customers through various customer contact touch-points, including telephone, e-mail, Web service applications, fax, or Interactive Voice Response.
These activities may include duties such as taking orders, solving problems with orders, and answering questions typically generated by local and/or national advertising. This position requires a high degree of leadership and strong coaching skills to deliver desired performance results while, keeping abreast of key benchmarking metrics, staffing and training requirements.In addition, this position will be responsible for managing the daily activities of a team of customer service reps.
Call center experience not required.
Position Description
General Job Family Information
Responsible for providing pre-sales and post-sales service to customers.
Acts as liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims.
Processes customer returns and exchanges.
Expedites service and repairs.
Provides special pricing for non-standard items.
Essential functions and responsibilities of role
Primary focus on customer service in an inbound /outbound call center environment.
Develop business strategies and goals to increase customer service speed to answer, average wait-time, call duration time, and quality.
Analyze call volume fluctuations and Inbound Sales queue performance to determine the most appropriate corrective strategy.
Heavy emphasis on motivating and developing customer service reps.
Attain monthly and quarterly department objectives.
Provide Senior Management with daily, weekly, monthly, and quarterly reports on performance.
Participate in the development of hiring strategies for anticipated growth and create successful employee retention plans to reduce turnover.
Provide direct support to the team through coaching, employee management, quality monitoring and developing performance improvement strategies.
Direct the day-to-day operations and activities of the team to deliver superior customer service and ensure goals are met.
Minimum Requirements
2
years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience
Critical Skills
Supervisory experience of customer service representatives (8 minimum) - not necessarily in a call center environment
Experience with scheduling
Experience with workforce management
Experience working in a change environment (including ability to manage change effectively)
Experience and ability with coaching, mentoring, and developing staff
Experience driving performance in creative ways
Excellent communication skills (verbal and written)
Basic knowledge of Microsoft Office products including Excel, Outlook, Word, and PowerPoint
Education
2-year degree in business or related field or equivalent experience
Physical Requirements
General Office Demands
Sitting and standing
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.Estimated Salary: $20 to $28 per hour based on qualifications.
McKesson
Headquartered in Richmond, Virginia, McKesson Medical-Surgical Group is the leading seller and distributor of medical-surgical supplies, equipment and supply chain solution services to the health care market. We're also a technological leader in the industry, developing products and services that improve processes and enhance quality and efficiency. With our 8,800 associates, we stock and distribute over 150,000 products using our vast footprint of distribution centers and serve more than 200,000 customers through sales channels that include over 2,000 sales resources. We're proud to be the only national distributor serving the entire continuum of healthcare. But we're especially proud to be the company our customers and their patients count on for solutions to their healthcare supply management needs.
Current Need
McKesson has two Customer Service Manager openings in Livonia, Michigan.
This position is responsible for providing service and support to customers through various customer contact touch-points, including telephone, e-mail, Web service applications, fax, or Interactive Voice Response.
These activities may include duties such as taking orders, solving problems with orders, and answering questions typically generated by local and/or national advertising. This position requires a high degree of leadership and strong coaching skills to deliver desired performance results while, keeping abreast of key benchmarking metrics, staffing and training requirements.In addition, this position will be responsible for managing the daily activities of a team of customer service reps.
Call center experience not required.
Position Description
General Job Family Information
Responsible for providing pre-sales and post-sales service to customers.
Acts as liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims.
Processes customer returns and exchanges.
Expedites service and repairs.
Provides special pricing for non-standard items.
Essential functions and responsibilities of role
Primary focus on customer service in an inbound /outbound call center environment.
Develop business strategies and goals to increase customer service speed to answer, average wait-time, call duration time, and quality.
Analyze call volume fluctuations and Inbound Sales queue performance to determine the most appropriate corrective strategy.
Heavy emphasis on motivating and developing customer service reps.
Attain monthly and quarterly department objectives.
Provide Senior Management with daily, weekly, monthly, and quarterly reports on performance.
Participate in the development of hiring strategies for anticipated growth and create successful employee retention plans to reduce turnover.
Provide direct support to the team through coaching, employee management, quality monitoring and developing performance improvement strategies.
Direct the day-to-day operations and activities of the team to deliver superior customer service and ensure goals are met.
Minimum Requirements
2
years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience
Critical Skills
Supervisory experience of customer service representatives (8 minimum) - not necessarily in a call center environment
Experience with scheduling
Experience with workforce management
Experience working in a change environment (including ability to manage change effectively)
Experience and ability with coaching, mentoring, and developing staff
Experience driving performance in creative ways
Excellent communication skills (verbal and written)
Basic knowledge of Microsoft Office products including Excel, Outlook, Word, and PowerPoint
Education
2-year degree in business or related field or equivalent experience
Physical Requirements
General Office Demands
Sitting and standing
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.Estimated Salary: $20 to $28 per hour based on qualifications.
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