Client Order Management Support Representative
About The Position
At EVERSANA's Memphis distribution center, employees are crucial in distributing life-saving products to healthcare facilities. The Client Management Order Support Representative role is a dual function, supporting both order management and contact/engagement center activities to ensure seamless client and customer operations. This position acts as a key liaison between clients, customers, internal departments, and external partners, handling order processing, inquiries, issue resolution, and providing excellent service across all communication channels. The distribution center operates 24 hours a day, 5 days a week.
Requirements
- 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.
Nice To Haves
- Bachelor's degree preferred.
- 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.
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.
Benefits
- Competitive compensation
- Medical and dental plans
- Tuition reimbursement
- Matching retirement plans (401k)
- Health Savings Account (HSA + EVERSANA contributions)
- Flexible Spending Account (FSA)
- Dependent Care Spending Account (DCSA)
- Up to 18 days accrued paid time off
- 10 paid company holidays
- Employee Assistance Programs offering financial, work-life balance, family planning support, legal solutions and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
