Client Order Management Specialist

Define Ventures; Memphis (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical and dental plans

401k matching

HSA contributions

FSA

Paid time off

Job summary

EVERSANA is hiring a Client Management Order Support Representative at our Memphis distribution center. The role supports both order management and contact/engagement activities to ensure seamless end-to-end client operations, serving as the liaison between clients, customers, and internal/external partners.

The position requires 5+ years in order management or customer service, strong communication, and CRM proficiency.

Qualifications

• 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.

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 elevate 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 elevate 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.

Skills

Order management

Customer service

CRM platforms

Communication

Organizational skills

Analytical thinking

Independent and collaborative

Empathy under pressure

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

CRM platforms

Job description

EVERSANA is hiring a Client Management Order Support Representative at our Memphis distribution center. The role supports both order management and contact/engagement activities to ensure seamless end-to-end client operations, serving as the liaison between clients, customers, and internal/external partners.

The position requires 5+ years in order management or customer service, strong communication, and CRM proficiency.