McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests. Customer Support Manager McKesson Corporation is a Fortune 8 company and is one of the largest providers of healthcare supply chain management solutions, retail pharmacy, medical & pharmaceutical supplies, healthcare technology, community oncology and specialty care in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE shared principles, McKesson's 80,000 employees work together every day to make better care possible around the globe – one product, one partner, one patient at a time. Current Need As a Customer Support Manager, you will oversee the Macro Helix support staff to ensure prompt customer response and resolution time with a focus on quality of service, team cohesion, and high employee engagement. Responsible for delivery of High Touch Customer Service to Macro Helix customers and acts as point-of-contact for escalated issues to ensure appropriate response and focus of the support team. Conducts regular 1:1 and team meetings to evaluate individual and team performance. Facilitates development of proficiency in both technical skills and general customer service skills. Reviews and recommends changes to policies affecting his/her team. Tracks, monitors and regularly reports on team's operations, and closely manages key customer accounts to develop paths to issue resolution. Motivates his/her team and provides coaching and direct feedback on a regular basis. Leverages company’s and department’s tools to reward employees. Monitor incoming and existing workloads to ensure customer technical support agents are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Ensures Customer Sat target indicators are achieved. Establishes staff schedules for workload coverage and individual or group training sessions. Position Description Other responsibilities include, but not limited to: Planning Ability to work on multiple items and prioritize work accordingly to business processes or needs. Regularly participates in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery. Technical Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills. Knowledge in 340B Architect software function and use Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when Problem Solving Must possess excellent problem solving and analytical skills. Must be motivated by challenges and be able to offer multiple solutions for a problem. Professional Communication Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed. Proven ability to work in a fast-paced environment and use judgment in handling customer calls/cases and providing technical assistance. Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike and provides opportunities for open discussion and evaluation of those ideas. Leadership Can do attitude with a strong will to lead by example. Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis. Leadership skills in organizing and motivating a diverse team of customer technical support agents. Minimum Requirements Degree or equivalent experience. Typically requires 6 years of professional experience and 0 -2 years of supervisory experience Critical Skills 6 years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance experience Fundamental knowledge of 340B Intermediate to advanced experience with Microsoft Excel and Power Point as well as prior reporting experience. Ability to tailor communication to ensure optimum results. Demonstrate ability to change thinking of or gain acceptance from others in sensitive situations without damage to the relationship. Strong analytical ability Able to effectively present and discuss new ideas or projects to improve team or department performance with peers and upper management and drive their implementation. Must exhibit effective customer service attitude, ability to lead a team in resolving difficult customer situations. Must utilize exemplary verbal and written communication skills when dealing with customers and business partners. Additional Knowledge & Skills 3 plus years of mid-level management experience in a technical support environment is highly preferred Must be authorized to work in the US. Sponsorship is not available for this position. We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape. McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history. 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 McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted. Current employees must apply through the internal career site. Join us at McKesson!