Customer Service Specialist at McKesson in Aurora, CO

Customer Service Specialist Location: USA, IL, Aurora 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. Customer Service Specialist (Customer Service Representative) Job Summary The Customer Service Specialist serves as a primary point of contact for customers, delivering timely, accurate, and professional support across phone, email, and other supported channels. This role is responsible for resolving order and account‑related issues, coordinating with internal partners to research and close requests, and ensuring customers receive clear follow‑up and a high‑quality experience. The Customer Service Specialist also supports continuous improvement efforts by identifying recurring issues and trends that impact service delivery. Key Responsibilities Respond to customer inquiries via phone, email, and other supported channels in a professional and courteous manner, providing clear guidance and next steps. Resolve customer issues by researching order and account history, clarifying customer needs, and applying policy‑based solutions; escalate concerns when appropriate. Process orders, returns, credits, and account updates with a high degree of accuracy and attention to detail. Manage order exceptions including overages/shortages, inventory inquiries, delivery issues, emergency orders, and credit research. Partner with internal teams (e.g., Inventory, Operations, Billing, Warehouse, Buyers) to investigate issues and drive timely resolution. Accurately document customer interactions, actions taken, and outcomes in CRM, ticketing, and related systems to ensure continuity and audit‑ready records. Follow up with customers to confirm resolution, set expectations, and support customer satisfaction and retention. Track performance against service goals such as responsiveness, resolution time, and quality, and escalate trends or recurring issues to leadership. Maintain up‑to‑date knowledge of products, policies, and procedures while adhering to confidentiality, compliance, and data protection standards. Perform other duties as assigned to support business and operational goals. Minimum Qualifications Typically requires 5+ years of related experience (e.g., customer service representative, customer support, client services, or contact center environment). Demonstrated experience supporting customers via phone and email with strong written and verbal communication skills. Proficiency with common business tools such as Outlook/email and Excel for tracking, updates, and basic data tasks. High level of accuracy, organization, and accountability in managing customer requests. Preferred Qualifications Experience supporting pharmaceutical or healthcare customers, or working in a regulated, high‑accuracy environment. Experience using CRM or ticketing systems to document and manage cases end‑to‑end. Familiarity with Salesforce, SAP, and/or Acumax. Ability to work with an existing Access database, including running queries, reports, and filtering/extracting data (database creation not required). Experience researching and resolving order exceptions such as inventory issues, delivery discrepancies, and shortages/overages in partnership with cross‑functional teams. Work Environment & Physical Requirements Work Environment: 100% onsite; standard schedule is Monday–Friday, 8:00 AM–4:30 PM, with occasional schedule adjustments based on business needs. Physical Requirements: General office environment and demands. 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 click here. Our Base Pay Range for this position $22.41 - $37.35 McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com. McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted. Join us at McKesson!