The posting
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.
Job Description
THE POSITION:
The Client Information Specialist (call center support) serves as a critical link between clients, customers, and internal operational teams, ensuring a seamless order-to-cash experience. This role is responsible for providing exceptional service and support through multiple communication channels while managing key operational activities, including order entry, Overage, Shortage, and Damage (OSD) claim management, inquiry resolution, and client account support. This position supports several client call center operations and requires the ability to manage inquiries for multiple brands/accounts talking to patients and healthcare professionals. This position may be assigned client accounts to manage if applicable.
The representative acts as the primary point of contact for client and customer inquiries, proactively addressing issues related to orders, shipments, returns, inventory, and service concerns. Working closely with cross-functional teams including Accounts Receivable, Client Success Managers (CSMs), Distribution Operations, Supply Chain, IT, and Quality, this role ensures timely resolution of issues while maintaining a high level of customer satisfaction and operational accuracy.
Success in this position requires strong communication skills, attention to detail, problem-solving capabilities, and the ability to manage multiple priorities in a fast-paced environment. The ideal candidate is customer-focused, highly organized, and committed to delivering an exceptional client and customer experience while supporting business objectives and service performance goals.
Customer Service & Client Support
- Support contact center performance metrics, including average handle time, first-contact resolution, service levels, and customer satisfaction.
- 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.
- Deliver exceptional customer service by responding to inquiries accurately, professionally, and within established service level agreements (SLAs).
- Investigate and resolve concerns such as order discrepancies, shipping delays, product issues, and customer escalations with professionalism and urgency.
- Maintain accurate records of client and customer interactions, transactions, and resolutions within company systems.
- Be the primary point of contact for client accounts if applicable.
Client Account Support
- Monitor and manage designated client email inboxes to ensure timely review, response, and resolution of client requests.
- Serve as a key liaison between clients, customers, distribution operations, and internal business partners.
- Provide proactive communication regarding order status, shipment updates, backorders, inventory constraints, and issue resolution.
- Maintain a client-first and customer-first approach while adhering to company policies, procedures, and compliance requirements.
Order Management & Processing
- Accurately process and manage client and customer orders from entry through fulfillment, ensuring timely and error-free execution.
- Review and verify order information for completeness, accuracy, and compliance with customer/client-specific requirements.
- Monitor and manage open order reports, backorders, and follow-up actions to ensure proactive communication and issue resolution.
- Coordinate with distribution, supply chain, and operational teams to support successful order fulfillment and delivery.
OSD (Over, Short & Damaged) Claims Management
- Receive, document and process OSD claims in a timely manner.
- Ensure all supporting documentation is collected and maintained.
- Communicate claim status and resolution outcomes to clients and customers (if applicable).
Inquiry Resolution & Cross-Functional Collaboration
- Research and resolve inquiries related to orders, shipments, inventory availability, returns, billing, and service concerns.
- Partner with cross-functional teams including Accounts Receivable, Client Success Managers (CSMs), Distribution Operations, Supply Chain, Information Technology (IT), Quality, and other stakeholders to resolve complex client and customer issues.
- Escalate issues appropriately while maintaining ownership through final resolution.
- Identify recurring issues, process inefficiencies, and customer pain points, and recommend improvements to enhance service delivery and operational effectiveness.
Continuous Improvement
- Contribute to process improvement initiatives focused on enhancing the customer experience, operational efficiency, and client satisfaction.
- Participate in training and development activities to maintain knowledge of products, systems, client requirements, and business processes.
- Support departmental projects and other duties as assigned.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- 2+ years of experience in order management, customer service, or a contact center environment.
- Experience handling customer interactions through phone, email, and other communication channels.
- Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
- Strong verbal and written communication skills.
- Demonstrated 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 environment.
- Ability to maintain confidentiality and professionalism when handling sensitive customer, client and business information
PREFERRED QUALIFICATIONS:
- Experience in a customer service, call center, contact center, client support, or order management environment.
- Experience processing customer orders and managing order-related transactions within 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 (e.g., Salesforce, SAP, Oracle, JDE, Microsoft Dynamics, or similar platforms).
- Advanced proficiency in Microsoft Office applications, particularly Outlook, Excel, Teams, and Word.
- Experience managing shared client email inboxes and responding within established service level agreements (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 issues to resolution.
- Ability to effectively 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 work collaboratively with cross-functional teams, including Accounts Receivable, Client Success Managers (CSMs), Distribution Operations, Supply Chain, Quality, and IT.
- Experience working in a metrics-driven environment with accountability for customer and/or client satisfaction, service levels, productivity, and quality measures.
- Continuous improvement mindset with the ability to identify process inefficiencies and recommend solutions.
- Strong written and verbal communication skills with the ability to build positive relationships with clients, customers, and internal stakeholders.
- Ability to adapt to changing business priorities and client requirements.
This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to talk, hear, type and engage in repetitive motion.
The employee frequently is required to walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stand or grasp. The employee is intermittently required to stoop or crouch; push or pull; or kneel.
The employee must occasionally lift and/or move up to 10 pounds and intermittently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.
The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.
This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate. The employee is not substantially exposed to environmental conditions.
The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
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 empower others to act now.
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.
Embrace Diversity I create an environment of awareness and respect.
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 [email protected].
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