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 Director, Customer Service, the Senior Manager, Customer Service, Hospital and Specialized Distribution accomplishes department objectives by staffing, directing, training and developing employees, planning and overseeing customer service activities. This role can be done from the Mississauga, ON or Montreal, QC offices.
The incumbent is responsible for deploying the customer service strategies and tactics for hospitals and specialized distribution and upholding a high-quality customer experience through staff effectiveness, leading processes and systems, and service excellence.
The Senior Manager, Customer Service, Hospital and Specialized Distribution is responsible for improving the customer experience, driving customer satisfaction, loyalty and growth.
The role includes taking ownership of complex and recurring customers issues and finding effective solutions, as well as helping the customers achieve maximized value from services provided, resulting ultimately in long-term customer retention.
The scope of the role entails accountability for identifying and developing performance improvements and efficiencies for the customer and for leading the team to deliver strong customer interactions across multiple channels.
The incumbent works cross-functionally with key leaders and stakeholders, including Sales Operations, Account Management, Business Development, Quality and Operations, to deliver a seamless customer experience and success.
Lead, coach and develop staff members toward achieving customer service activities; assign activities and prioritize workload.
Deploy the customer service strategies and tactics for hospitals and specialized distribution.
Drive customer satisfaction, loyalty and growth through effective customer care; this includes managing complex and recurring customers issues and finding effective solutions.
Lead process mapping, reengineering and continuous improvement for hospital and specialized distribution customer service activities.
Maximize customer value with services provided and drive long-term customer retention.
Identify and develop performance improvements and efficiencies for customers; deliver strong customer interactions across multiple channels.
Manage the team, build strong relationships and provide ongoing feedback to strengthen the skillset and maximize the customer experience.
Balance workload amongst team members, using metrics and other staff planning and management tools; ensure timely and consistent communications.
Support hospital and specialized distribution customers, by handling complex and escalated calls or cases, ensure prompt resolution and a positive customer experience.
Identify proactively customer service issues and risks and mitigate.
Work collaboratively with leaders and stakeholders across the organization to provide insights, advance projects and transition customers.
Implement development and training plans and stay abreast of latest customer management trends and techniques.
Establish and manage procedures, reporting and resource tools; ensure contractual agreements and service level commitments are met.
Manage the product return and customer credit process; collaborate with the Hospital and Specialized Distribution Sales Operations team to ensure efficiency and customer satisfaction.
Is responsible for the Customer Service tasks related to the recall process in compliance with Hospital and Specialized Distribution SOPs.
Participate to customer meetings, business reviews and business development initiatives as relevant.
Monitor Key Performance Indicators and strive for operational stability and consistent service improvement.
Liaise with DC Operations and Procurement for product availability and put-away prioritization.
Drive continuous improvement and lead projects to improve existing processes and increase efficiency.
Work cross-functionally with key leaders and stakeholders, including Sales Operations, Account Management, Business Development, Quality and Operations, to deliver a seamless customer experience and success.
Act as the senior leader as it relates to resolution of recurring and material customer claims; liaise with clients to provide recommendations and implement resolution.
Stay abreast of technological advances and evaluate their relevance and importance for the Customer Service team.
Position Requirements and Qualifications
University degree in relevant discipline.
5- 7 years' experience in Customer Service or relevant field.
A minimum of 5 years' experience in the pharmaceutical industry.
5 years or more experience in managing teams.
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 and presentation 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.
Perfectly bilingual, both written and spoken.
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, whilst maintaining a strong sense of summary and ability to synthesize.
Ability to identify operational and strategic issues and proactively drive solutions.
Career Level M3
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: JR0039828
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.