McKesson Corporation is a Fortune 8 company and 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.
A lot has changed in our 188 years, but our commitment to better health has not. Our vision is to improve care in every setting -- one product, one partner, one patient at a time. And we're making this happen every day by touching the lives of patients in virtually every aspect of healthcare. United by our ICARE values , we work together to make our customers and partners more successful -- all for the better care of patients. Explore a career with McKesson, where we all play an important role in improving lives around the world!
Current Need We are seeking a Customer Service Trainer to join our team in Scottsdale, AZ. Candidate will need to be able to travel 40% for this role.
Position Description The Customer Service Trainer will be responsible for technical and soft skills training for all levels of Customer Service Representatives. They will be responsible for facilitating high impact training in the classroom, lab or virtually. Analyze the audiences needs and prepares lesson plans to ensure it is accurate and relevant. Appropriately follow up so the learner is able to transfer knowledge to the job. Work closely with SME's to develop training materials. The training materials may deal with complex situations for multiple products and systems. Work independently and handle unexpected situations.
Train groups, one on one, virtually, in the classroom or lab to support the Customer Service teams (CSR 1 - 4). This includes New Hire, technical, standard operating procedures, products and soft skills.
Work with management (Customer Service and Training) to ensure training programs are effective and that material covered is up-to-date, accurate, compliant, and relevant for business needs. Work with management to identify performance gaps and help identify and develop solutions (including training and other solutions) to improve individual and team performance
Work closely with Subject Matter Experts to ensure accuracy and relevance of training documents. Uses best practices to develop training documents, including - visuals, Leaders Guides, and Participants guides.
Conduct Needs Assessments and post assessments to ensure knowledge transfer to the job.
Coordinate logistics of training to include training room, attendance tracking, passwords, materials and supplies
2+ years of relevant experience
2+ years of formal customer service training experience
2+ years training/speaking in front of a group setting
2+ years of retail eCommerce experience
2+ years using Channel Integrator software (Channel Advisor, Sellbrite, Sellware)
2+ years using eCommerce Help Desk software (Zendesk, Xsellco,)
2+ years using Marketplace Seller Platforms (Amazon Seller Central, Walmart, ebay)
Intermediate level of proficiency: Microsoft Word, Excel, PowerPoint and Outlook
Strong working knowledge of JD Edward's Enterprise One (E1) platform, Cisco phones
Additional Specialized Knowledge:
Experience working with SMEs in a team environment
Strong knowledge of Adult Learning Principals
Working knowledge of the medical surgical distribution industry strongly preferred
Excellent written and interpersonal communication skills
Ability to self manage working independently to manage multiple projects and deadlines
Knowledge of industry standard learning technologies
Strong analytical skills, problem solving, and technical skills
Ability to work cross-functionally under pressure
Excellent prioritization and time management skills.
Preferred: Instructional Design Experience and Knowledge
HS Diploma or equivalent required
4 year degree preferred: Design, Education, Communication, Organizational Design, Psychology or other equivalent curriculum that focuses on learning
Traditional office environment.
Travel up to 40%
Physical Requirements :
Lifting, standing, etc
Large percent of time performing computer based work is required
Able to stand and move when facilitating in the classroom
For Internal Use Only: Career level: P2
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!
Internal Number: JR0040644
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.