Location: Jacksonville,FL, USA
Effective Date: February 22, 2017
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A lot has changed in our 188 years, but our commitment to better health has not. Our vision is to improve care in every setting one product, one partner, one patient at a time. And were making this happen every day by touching the lives of patients in virtually every aspect of healthcare. United by our , we work together to make our customers and partners more successful all for the better care of patients. Explore a career with McKesson, where we all play an important role in improving lives around the world!
**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**
* Responsible for managing Customer Service Center, support and assist CSM1: interview and select candidates; communicating job expectations; appraising and reviewing employees job performance; planning and reviewing compensation; re-enforcing policies and procedures; corrective action documentation and administration. Provide guidance for 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 reporting 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
* Attend, contribute and present at sales meetings
* Lead and/or contribute to local and national projects.
* Conduct annual business review presentation
**Minimum Requirements**
* 6+ years of professional experience and 0-2 years of supervisory experience
**Critical Skills**
* 6+ years customer service experience
* 2+ years experience leading a team of direct reports
* Intermediate proficiency with MS Office
**Additional Knowledge & Skills**
* Business Acumen
* Aptitude in Human Resource
* Leadership
* Adaptive and solutions based approach to working with customers/sales teams
* Working knowledge of customer service policies, practices and systems
* Energetic self-starter with attention to detail
* Strong consultation and communication skills; able to collaborate well with a diverse range of people; tactful, professional, and flexible
* Able to thrive in a dynamic environment and navigate organizational complexity and change
* Strong customer focus orientation along with ability to persuade and influence outcomes
* Professional, engaging and confident demeanor
* Detail oriented with good problem-solving skills
* Good reasoning abilities and sound judgment
* Ability to work autonomously
* Ability to understand technology systems used and work with same systems to support customer onboarding.
* High level of computer proficiency using MS Office applications
**Education**
4-year degree in business or related field or equivalent experience
**Physical Requirements**
General Office Demands
**Must be authorized to work in the US. Sponsorship is not available for this position.**
**For Internal Use Only: Career Level: M2**
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, McKessons 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, McKessons employees deliver products to healthcare providers that make a difference in the care and life of a patient.
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