Job Description

Job ID JR0131471

Category Customer Service, Customer Service & Relations

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.

Shift will be a 4 x 10hr schedule (supporting a 24/6 contact center)

Hours will be 9p - 8a

We are seeking a highly skilled delivery support specialist who possesses a meticulous attention to detail, an analytical mindset, and exceptional organizational skills to operate in complex processes with numerous moving parts, even in high-pressure situations. The role will play a crucial part in driving efficiencies in the management of DC delivery operations and delivery performance reporting. The team will be responsible for helping identify process improvement opportunities to enhance the customer delivery experience. Interacting with our esteemed partner couriers and distribution operations will be a fundamental aspect of this position.

Key Responsibilities

• Work with courier partners to research and redirect misrouted orders.
• Manage and resolve Overage, Shortage & Damaged (OS&D) reports by receiving, reviewing, investigating, and resolving incidents.
• Investigate the causes of delays.
• Communicate with stakeholders.
• Accepting inbound phone calls.
• Partner with Transportation Experience (Tx), distribution centers (DCs) and courier partners to identify and communicate potential negative delivery impacts.
• Coordinate emergency and expedite time-sensitive shipments.
• Field escalated cases to correct contacts
• Ensuring that service meets McKesson's quality goals.
• Meeting all departmental service level.
• Entering all escalations in the tracking system with accuracy and well-documented call notes.
• Following documented procedures for all escalations.
• Other duties may be assigned as needed to meet Company goals.
• Operate in environments where accuracy, mindfulness, and initiative are essential to the effective delivery of your work

Minimum Requirement

Typically requires 6+ years of related experience.

Education

High School Diploma or GED equivalent

Critical Skills

• Ability to work independently and drive results for customers
• Ability to work effectively in a team environment, collaborating and ensuring open communication to achieve timely completion of all assigned tasks
• Experience and success with conflict resolution
• Excellent verbal and written communication/documentation skills
• Strong critical thinking skills - able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated customer problems/questions in a timely manner

Additional Skills

• Proficiency in swiftly adapting to and mastering new technologies and tools.
• Proficient in managing and prioritizing multiple concurrent tasks.
• Strong time management skills
• Demonstrated attention to detail.
• Strong team player with commitment to excellence
• Flexible, positive attitude focused on customer service.
• Self-motivated, organized, and capable of meeting daily deadlines with little supervision
• Proficient in Microsoft Office Suite, and other related systems

Working Conditions

Environment (Office, warehouse, etc.) – Office as a destination

Physical Requirements (Lifting, standing, etc.) – Office as a destination

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, please

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!

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