Job Description
THE POSITION: At our Memphis distribution center, our employees play a critical role in getting life-saving products out to hospitals, clinics and nursing homes. We’re open 24 hours a day, 5 days a week because the needs of patients can’t wait.
The Client Management Order Support Representative is a dual Order to Cash function role that supports both order management activities and contact/engagement center activities to ensure seamless end-to-end client and customer operations support. This position serves as a critical liaison between clients, customers, internal departments, and external partners—managing order processing, addressing inquiries, resolving issues, and providing an exceptional service experience across all communication channels.
KEY RESPONSIBILITIES:
- Accurately process and manage client and customer orders from entry to fulfillment, ensuring timely and error-free execution.
- Serve as the first point of contact for inbound client and customer inquiries via phone, email, and chat regarding order status, product information, delivery, returns, and general support.
- Investigate and resolve concerns such as order discrepancies, shipping delays, and customer escalations with professionalism and urgency.
- Partner with cross-functional teams including, but not limited to accounts receivable team, CSMs, distribution operations, supply chain, IT, and Quality teams—to resolve complex client and customer issues and escalate appropriately to ensure timely and effective resolution.
- Monitor and manage open order reports, backorders, and follow-up actions to ensure proactive communication with clients and customers.
- Maintain accurate records of client and customer interactions and transactions.
- Support contact/engagement center performance metrics including average handle time, first-call resolution, and client and customer satisfaction.
- Identify and escalate process inefficiencies, client and customer pain points, or recurring issues to improve service delivery.
- Adhere to company policies and procedures while maintaining a client first and customer-first approach.
COMPANY BENEFITS & PERKS:
- Competitive compensation
- Great benefits, including medical and dental plans, tuition reimbursement, and matching retirement plans (401k).
- Savings & Spending Account(s): Health Savings Account (HSA + EVERSANA contributions), Flexible Spending Account (FSA), and even Dependent Care Spending Account (DCSA).
- Up to 18 days accrued paid time off in addition to 10 paid company holidays.
- Employee Assistance Programs offering financial, work-life balance, family planning support, legal solutions and more to employees at no cost.
- This role takes place in a temperature-controlled environment year-round.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: The requirements listed below are representative of the knowledge, skill and/or ability required.
- 5+ years of experience in order management, customer service, or a contact center environment.
- Excellent verbal and written communication skills.
- Proficiency in order management systems and CRM platforms.
- Exceptional organizational and multitasking skills with a high level of attention to detail.
- Analytical mindset with the ability to problem solve and make data driven decisions
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to remain calm and empathetic in high-pressure situations.
- Team-oriented mindset with a proactive approach to ensuring client delight
- High school diploma or equivalent; bachelor's degree preferred
PREFERED EXPERIENCE:
- Experience in healthcare, pharmaceutical, or logistics industry.
- Exceptional communication skills, with the ability to actively listen, demonstrate empathy, and convey solutions with clarity and confidence
Additional Information
OUR CULTURAL BELIEFS
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.
Always Innovate I am bold and creative in everything I do.
Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.
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Company Description
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.