Client Information Specialist - Call Center Support

EVERSANA•Memphis, TN

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 and handles order entry, Overage, Shortage, and Damage (OSD) claims, inquiry resolution, and client account support. It supports multiple client call center operations and requires managing inquiries for multiple brands or accounts, including conversations with patients and healthcare professionals. The specialist may be assigned client accounts to manage. The role acts as a primary contact for client and customer inquiries about orders, shipments, returns, inventory, and service concerns. It works with Accounts Receivable, Client Success Managers, Distribution Operations, Supply Chain, IT, Quality, and other teams to resolve issues promptly and maintain customer satisfaction and operational accuracy. Success calls for strong communication, attention to detail, problem-solving, organization, and the ability to manage multiple priorities in a fast-paced environment. This is a largely sedentary role in a professional office environment using standard office equipment. The position requires regular communication, concentration, attention to detail, and adjustment to changing priorities. The noise level is usually moderate, and the employee is not substantially exposed to environmental conditions.

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 within a team.
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 proficiency in Microsoft Office, particularly Outlook, Excel, Teams, and Word.
Experience managing shared client email inboxes and responding within service level agreements.
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 issues 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 process inefficiencies and recommend solutions.
Strong written and verbal communication skills and ability to build positive relationships 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.
Investigate and resolve order discrepancies, shipping delays, product issues, and customer escalations professionally and urgently.
Maintain accurate records of client and customer interactions, transactions, and resolutions in company systems.
Manage designated client email inboxes and respond to client requests in a timely manner.
Act as a liaison among clients, customers, distribution operations, and internal business partners, providing proactive updates on orders, shipments, backorders, inventory constraints, and issue resolution.
Process and manage orders from entry through fulfillment, verifying completeness, accuracy, and compliance with client- and customer-specific requirements.
Monitor open order reports and backorders and coordinate follow-up actions to support fulfillment and delivery.
Receive, document, and process OSD claims; collect and maintain supporting documentation; and communicate claim status and outcomes where applicable.
Research and resolve inquiries concerning orders, shipments, inventory availability, 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 activities.
Support departmental projects and perform other duties as assigned.
Demonstrate commitment to diversity, equity, and inclusion through ongoing development, inclusive behavior, and proactive management of bias.