Client Information Specialist - Call Center Support

EVERSANA • Memphis, TN

4d

About The Position

The Client Information Specialist (call center support) serves as a key link between clients, customers, and internal operational teams, supporting a seamless order-to-cash experience. The role provides service through phone, email, and chat while handling order entry, Overage, Shortage, and Damage (OSD) claims, inquiry resolution, and client account support. It supports multiple client call center operations and may involve managing assigned client accounts and speaking with patients and healthcare professionals.

The specialist is a primary contact for inquiries about orders, shipments, returns, inventory, and service concerns. The role works with Accounts Receivable, Client Success Managers, Distribution Operations, Supply Chain, IT, Quality, and other teams to resolve issues accurately and promptly. Success requires strong communication, organization, attention to detail, problem-solving, and the ability to manage competing priorities in a fast-paced environment while maintaining customer satisfaction and operational accuracy.

Requirements

• At least 2 years of experience in order management, customer service, or a contact center environment.
• Experience handling customer interactions by phone, email, and other communication channels.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently and collaboratively in a team environment.
• Ability to maintain confidentiality and professionalism when handling sensitive customer, client, and business information.

Nice To Haves

• Experience in customer service, call center, contact center, client support, or order management.
• Experience processing customer orders and order-related transactions in ERP or order management systems.
• Experience supporting healthcare, pharmaceutical, life sciences, distribution, logistics, or supply chain operations.
• Knowledge of order-to-cash processes, including order entry, fulfillment, invoicing, returns, and customer support.
• Proficiency with CRM, ERP, ticketing, and order management systems such as Salesforce, SAP, Oracle, JDE, or Microsoft Dynamics.
• Advanced Microsoft Office proficiency, particularly Outlook, Excel, Teams, and Word.
• Experience managing shared client email inboxes and responding within SLAs.
• Ability to analyze order, shipment, and inventory data to identify and resolve issues.
• Strong problem-solving and root-cause analysis skills.
• Experience handling escalated customer or client concerns and driving them to resolution.
• Ability to prioritize competing demands and manage a high volume of transactions.
• Strong organizational and time-management skills.
• Exceptional attention to detail and commitment to data accuracy.
• Ability to collaborate with cross-functional teams, including Accounts Receivable, Client Success Managers, Distribution Operations, Supply Chain, Quality, and IT.
• Experience in a metrics-driven environment with accountability for customer or client satisfaction, service levels, productivity, and quality measures.
• Continuous improvement mindset and ability to identify inefficiencies and recommend solutions.
• Strong communication and relationship-building skills with clients, customers, and internal stakeholders.
• Ability to adapt to changing business priorities and client requirements.

Responsibilities

• Support contact center performance metrics, including average handle time, first-contact resolution, service levels, and customer satisfaction.
• Respond to inbound client and customer inquiries by phone, email, and chat about order status, product information, delivery, returns, and general support.
• Provide accurate, professional responses within established service level agreements and investigate and resolve order discrepancies, shipping delays, product issues, and escalations.
• Maintain accurate records of customer and client interactions, transactions, and resolutions in company systems.
• Manage designated client email inboxes and serve as a primary contact for client accounts when applicable.
• Liaise among clients, customers, distribution operations, and internal business partners; proactively communicate order status, shipment updates, backorders, inventory constraints, and issue resolution.
• Process and manage orders from entry through fulfillment, verifying completeness, accuracy, and compliance with client- or customer-specific requirements.
• Monitor open orders and backorders, follow up proactively, and coordinate with distribution, supply chain, and operational teams to support fulfillment and delivery.
• Receive, document, and process OSD claims; collect and maintain supporting documentation and communicate claim status and outcomes when applicable.
• Research and resolve inquiries about orders, shipments, inventory, returns, billing, and service concerns.
• Partner with cross-functional teams to resolve complex issues, escalate appropriately, and retain ownership through final resolution.
• Identify recurring issues, process inefficiencies, and customer pain points and recommend improvements.
• Contribute to process improvement initiatives and participate in training and development to maintain knowledge of products, systems, client requirements, and business processes.
• Support departmental projects and other assigned duties.
• Demonstrate commitment to diversity, equity, and inclusion through ongoing development, inclusive behavior, and proactive bias management.

Benefits

• EVERSANA states that it offers competitive salaries and benefits; the benefits package is described on the company careers website, but specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed