Job Description

Sp\xc3\xa9cialiste exp\xc3\xa9rience client

McKesson touche la vie des patients en \xc5\x93uvrant dans pratiquement tous les secteurs des soins de sant\xc3\xa9 dans le but d\xe2\x80\x99am\xc3\xa9liorer la sant\xc3\xa9 en g\xc3\xa9n\xc3\xa9ral. Chez McKesson Canada, nous cr\xc3\xa9ons un impact dans la vie de 12 millions de Canadiens, chaque jour. Nous distribuons plus de 35 000 produits \xc3\xa0 partir de 12 centres de distribution \xc3\xa0 6 300 pharmacies de d\xc3\xa9tail, 1 350 h\xc3\xb4pitaux, centres de sant\xc3\xa9 longue dur\xc3\xa9e, cliniques et \xc3\xa9tablissements de sant\xc3\xa9 partout au Canada.

Toutefois, nous sommes beaucoup plus qu\'une entreprise de distribution. Nous avons automatis\xc3\xa9 2 500 pharmacies de d\xc3\xa9tail et distribuons annuellement plus de 100 millions de doses de m\xc3\xa9dicaments gr\xc3\xa2ce \xc3\xa0 nos solutions d\'automatisation. Les fabricants, les fournisseurs de soins de sant\xc3\xa9 et les patients comptent sur nous pour une gamme compl\xc3\xa8te de services qui contribuent \xc3\xa0 la qualit\xc3\xa9 et l\'int\xc3\xa9grit\xc3\xa9 des soins de sant\xc3\xa9 pour le b\xc3\xa9n\xc3\xa9fice de tous.

Chez McKesson, vous participerez \xc3\xa0 la cr\xc3\xa9ation de produits et de solutions qui contribuent \xc3\xa0 la r\xc3\xa9alisation de la mission de l\xe2\x80\x99entreprise, soit am\xc3\xa9liorer la qualit\xc3\xa9 de vie et faire progresser les soins de sant\xc3\xa9. Travailler ici repr\xc3\xa9sente une occasion d\xe2\x80\x99\xc3\xa9difier une industrie qui est vitale pour nous tous.

R\xc3\xa9sum\xc3\xa9 de l\xe2\x80\x99emploi

L\xe2\x80\x99unit\xc3\xa9 d\xe2\x80\x99affaires; Solutions Technologiques de Pharmacies Qu\xc3\xa9bec, est \xc3\xa0 la recherche d\xe2\x80\x99un agent au niveau de son service \xc3\xa0 la client\xc3\xa8le afin d\xe2\x80\x99assurer un support de 1\xc3\xa8re ligne pour nos membres qui utilisent notre logiciel de pharmacie, ReflexPOS. Le titulaire du poste travaillera conjointement avec l\xe2\x80\x99\xc3\xa9quipe de formation afin d\xe2\x80\x99accompagner les pharmacies dans le changement de leur solution technologique.

Faisant partie d\xe2\x80\x99une \xc3\xa9quipe, la responsabilit\xc3\xa9 de l\xe2\x80\x99agent au service \xc3\xa0 la client\xc3\xa8le de premi\xc3\xa8re ligne est de r\xc3\xa9pondre aux appels des utilisateurs de nos solutions, d\xc3\xa9terminer la source du probl\xc3\xa8me et, par le fait m\xc3\xaame, trouver la fa\xc3\xa7on la plus appropri\xc3\xa9e pour le r\xc3\xa9soudre.

Responsabilit\xc3\xa9s Sp\xc3\xa9cifiques

• R\xc3\xa9pondre aux appels en attente afin de maintenir le niveau de service \xc3\xa9tabli. Filtrer les appels, les assigner aux ressources ou au d\xc3\xa9partement appropri\xc3\xa9 afin de les classer par ordre de priorit\xc3\xa9 pour que la r\xc3\xa9ponse aux clients soit faite dans un d\xc3\xa9lai appropri\xc3\xa9. Mettre les informations \xc3\xa0 jour dans le syst\xc3\xa8me de billets afin d\xe2\x80\x99en garder les traces.
• Diagnostiquer et r\xc3\xa9soudre les probl\xc3\xa8mes de diff\xc3\xa9rentes natures pour les clients via une diversit\xc3\xa9 d\xe2\x80\x99outils, de logiciels, des mat\xc3\xa9riaux et des r\xc3\xa9seaux permettant ainsi de supporter tous les produits de la suite Reflex\xe2\x84\xa2.
• Traiter les probl\xc3\xa8mes urgents des clients et les acheminer aux \xc3\xa9chelons sup\xc3\xa9rieurs et r\xc3\xa9pondre aux demandes internes.
• Communiquer et documenter les probl\xc3\xa8mes techniques et les r\xc3\xa9solutions au sein de la base de donn\xc3\xa9es permettant ainsi d\xe2\x80\x99en informer l\'\xc3\xa9quipe.
• Documenter correctement toutes les interactions entre les clients et les actions de d\xc3\xa9pannage dans le syst\xc3\xa8me de suivi des appels de service. G\xc3\xa9rer les appels ouverts pour assurer un temps de r\xc3\xa9solution appropri\xc3\xa9.
• Mener des suivis interne et avec le client jusqu\xe2\x80\x99\xc3\xa0 ce que la demande soit r\xc3\xa9solue.
• Personnaliser la configuration des applications et des rapports en fonction des besoins du client.
• Habilit\xc3\xa9 \xc3\xa0 prendre un fort volume d\xe2\x80\x99appels.
• Facilit\xc3\xa9 \xc3\xa0 communiquer son empathie \xc3\xa0 ceux qui appellent.
• \xc3\x8atre capable d\xe2\x80\x99acqu\xc3\xa9rir les connaissances techniques pour tous les nouveaux produits et les solutions dont nous avons besoin afin d\xe2\x80\x99\xc3\xaatre en mesure de donner un support avec les produits.
• Bonnes capacit\xc3\xa9s d\xe2\x80\x99analyse et aptitude \xc3\xa0 faire preuve de discernement lors de l\xe2\x80\x99\xc3\xa9valuation des probl\xc3\xa8mes soumis par les clients.
• Documenter les probl\xc3\xa9matiques en production.
• Support aux formateurs lors d\xe2\x80\x99installations.
• Effectuer toutes autres t\xc3\xa2ches connexes reli\xc3\xa9es \xc3\xa0 la fonction.

Exigences du poste

• Minimum un an d\xe2\x80\x99exp\xc3\xa9rience en service \xc3\xa0 la client\xc3\xa8le ou exp\xc3\xa9rience connexe
• Connaissance du domaine d\xe2\x80\x99affaires de la pharmacie ou un milieu connexe du domaine de la sant\xc3\xa9
• Capacit\xc3\xa9 de travailler en \xc3\xa9quipe, \xc3\xaatre toujours pr\xc3\xaat \xc3\xa0 offrir une assistance aux pairs ainsi qu\xe2\x80\x99au superviseur afin de r\xc3\xa9ussir \xc3\xa0 atteindre ses objectifs personnels et ceux de l\xe2\x80\x99\xc3\xa9quipe.
• Avoir la capacit\xc3\xa9 d\xe2\x80\x99\xc3\xaatre flexible, cr\xc3\xa9atif, auto-motiv\xc3\xa9 avec de bonnes comp\xc3\xa9tences interpersonnelles
• Calme et r\xc3\xa9serv\xc3\xa9 en situation critique.
• Bilinguisme (fran\xc3\xa7ais et anglais), avec de bonnes aptitudes de communication tant \xc3\xa0 l\xe2\x80\x99oral et qu\xe2\x80\x99\xc3\xa0 l\xe2\x80\x99\xc3\xa9crit (un atout).
• Capacit\xc3\xa9 de communiquer facilement avec les individus des diff\xc3\xa9rents secteurs.
• Capacit\xc3\xa9 \xc3\xa0 travailler efficacement sous pression.
• Habilet\xc3\xa9 de r\xc3\xa9daction (documentation efficace et d\xc3\xa9taill\xc3\xa9e).
• Connaissances des logiciels de prise de contr\xc3\xb4le \xc3\xa0 distance (TeamViewer, Remote Desktop ...).
• Leadership.
• Souci du d\xc3\xa9tail.
• Grand sens des responsabilit\xc3\xa9s et autonomie.
• Facilit\xc3\xa9 d\xe2\x80\x99adaptation.
• \xc3\x8atre disponible pour des d\xc3\xa9placements partout au Qu\xc3\xa9bec

Atouts

• Connaissance des solutions Reflex
• Connaissance du domaine du commerce au d\xc3\xa9tail.

Conditions de travail

• Les heures de travail sont \xc3\xa9tablies en fonction des besoins des clients.
• Faire partie d\xe2\x80\x99une \xc3\xa9quipe en rotation de jour, de soir et de fin de semaine afin de r\xc3\xa9pondre aux appels.
• Le titulaire du poste doit, \xc3\xa0 l\xe2\x80\x99occasion, travailler en dehors des heures normales de travail ou faire des heures suppl\xc3\xa9mentaires.
• Le titulaire du poste doit avoir un permis de conduire valide car il aura \xc3\xa0 se d\xc3\xa9placer \xc3\xa0 l\xe2\x80\x99occasion.

Responsible for ensuring first line support for our members. A reference who makes a difference by answering questions and resolving production issues. Since you are a reference in your work environment, customers want to work with you!

The specialist must exercise independent judgement to determine the source of the problem and, in doing so, find the most suitable way to resolve it. As Reflex rx products are in strategic environments, decisions must be made to ensure maximum uptime. Although resources are available, we expect the specialist to be able to respond to over 70% of the service calls.

Specific Responsibilities

• Oversee the list of incoming calls. Answer pending calls to maintain the established level of service. Filter calls, forward them to the appropriate resources or departments, ranking them in order of priority so that customers receive a response within a reasonable time period. Update information in the ticket system for tracking purposes
• Diagnose and resolve technical issues for clients using a variety of tools, software, materials and networks, thus supporting all products represented by Reflex rx.
• Address customers\xe2\x80\x99 urgent issues, direct them to higher levels and reply to internal requests
• Communicate and document technical issues and solutions in the database so that the team will be aware of them
• Correctly document all interactions between customers and troubleshooting actions in the service call tracking system. Manage open calls to ensure appropriate resolution time
• Perform internal and customer follow-up until the request is resolved
• Remotely assist and support field technicians
• Customize application and report settings based on customer needs
• Strong knowledge of the business side of the pharmaceutical industry
• Ability to handle a large volume of calls
• Ability to communicate with empathy to callers
• Ability to acquire technical knowledge for all new products and solutions needed in order to provide product support
• Strong analytical skills and ability to exercise sound judgement when assessing issues raised by customers
• Record production issues
• Support training specialists during installations
• Perform all other tasks related to the position

Position Requirements

• Minimum of 1 years\xe2\x80\x99 experience is required, preferably in a customer service or pharmacy environment
• Experience with Microsoft Office
• Knowledge of the business side of the pharmaceutical industry or a related sector in the health care industry
• Knowledge of IT equipment and network configurations. In addition, knowledge of Windows is required, (administration, use, etc.)
• Ability to work as part of a team, always ready to offer assistance to peers and the supervisor in order to reach personal and team goals
• Flexible, creative and self-motivated with good interpersonal skills
• Calm and collected in emergency situations
• Bilingualism is required (French and English) with the ability to communicate well both orally and in writing
• Ability to easily communicate with individuals in different fields
• Strong ability to work in mutual cooperation with others
• Positive attitude
• Ability to work effectively under pressure
• Excellent writing skills (efficient and detailed documentation)
• Enjoys interacting with customers and learning
• Knowledge of remote access software (TeamViewer, Remote Desktop, etc.)
• Computer literate
• Leadership
• Attention to detail
• Excellent sense of responsibility and independence
• Adaptability

Working Conditions

• Working hours are set based on customer needs
• Be part of a team with day and night shifts on a rotating basis to respond to service calls
• On occasion, the position holder must work outside of normal work hours or work overtime

Career Level \xe2\x80\x93 IC \xe2\x80\x93 Professional \xe2\x80\x93 P1

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That\xe2\x80\x99s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$45,400 - $75,600

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!