Customer Care Supervisor

McKesson Corporation • Mason, OH • 11h ago

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.
3PL Customer Care Supervisor Job Description:
Current Need:McKesson 3PL Client Services seeks a Customer Care Supervisor to lead a team of Customer Care Representatives, ensuring exceptional customer support for our third-partylogisticsclients.
Position Description:TheCustomer CareSupervisoris responsible formanagingcustomer service operations to ensure exceptional service delivery and resolution of customerand clientinquiries. This role involvesleadinga team of Customer Care Representatives, fostering a culture of excellence, continuous improvement, and alignment with McKesson's core principles.
Key Responsibilities:
Customer Service Excellence:
ManageCustomerCare operations to ensuretimelyresolution of customerand clientinquiries related to orders, returns,andservice issues.
Serve as a point of contact for escalatedcustomerand clientconcernsrelated toCustomerCare activities.
Collaborate with internal partners to resolve or redirectcustomer andclient issues as needed.
Activelyparticipateinclientand internalmeetingstocollaborate on service initiativesand new program implementations.
Implement process enhancements to improve efficiency and service quality.
Team Leadership and Development:
Lead a team of Customer Care Representatives, ensuringclient programcoverage and adherence to SOPsand contractual KPIs.
Oversee hiring,onboarding, andtrainingfor team members.
Facilitate regular performance and development activities including monthly 1:1s, quarterly performance discussions, coaching, and quality reviews.
Set clear expectations for team member performance, hold individuals accountable to expectations, and provide consistent performance feedback.
Communicate goals and business updates effectively to keep the team informed and aligned with companyobjectives.
Facilitate effective communication and conflict resolution within the team and with customers.
Ensure team fluency inalltechnical applications and programs.
Promote a lean mentality for continuous improvement.
Uphold McKesson's I2CARE/ILEAD principles and drive team engagement.
Administrative Management:
Manage team-related administrativeresponsibilities, includingbut not limited toscheduling, timecards, system access requests, employee scorecards,performanceplansand disciplinary actions.
Provide program reporting as needed.
Critical Skills / Experience:
3+ years in customer service or call center leadership.
Proven ability to build andmaintaincustomer relationships.
Strong communicationskills tailored to diverse audiences, including executives.
Data-driven decision-making.
Conflict management and problem-solving abilities.
Experience in coaching, interviewing, hiring, and training.
Business acumen and cross-functional leadership skills.
Proficient in MS Office Suite, especially Excel.
Prioritization of deliverables with a sense of urgency
Attention to detailandorganizational skills.
Willingness to travel up to 5%.
Additional Knowledge & Skills:
Preferred experience in third-partylogistics, drug distribution, PBM, or customer service.
Previousexperiencein SAP, Salesforce,and call center applications.

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