Client Order Management Support Representative

SmartRecruiters, Inc.; Memphis (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Medical & dental plans

Tuition reimbursement

401k match

HSA/FSAs

Paid time off 18 days + 10 holidays

Employee assistance programs

Temperature-controlled environment

Job summary

EVERSANA's Memphis distribution center is seeking a Client Order Management Support Representative to join a busy Customer Service team. This full-time role handles order entry to fulfillment, serves as the first contact for inquiries by phone, email, and chat, and ensures accurate, timely processing to support patient care.

You will collaborate with AR, CSMs, distribution operations, IT, and QA to resolve issues, monitor open orders, maintain records, and help reach performance goals while

Qualifications

• 5+ years of experience in order management, customer service, or a contact center.
• Excellent verbal and written communication skills.
• Proficiency in order management systems and CRM platforms.
• 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.

Responsibilities

• Accurately process and manage client and customer orders from entry to fulfillment.
• Serve as the first point of contact for inbound inquiries via phone, email, and chat.
• Investigate and resolve concerns such as order discrepancies and shipping delays.
• Collaborate with cross-functional teams (AR, CSMs, distribution operations, IT, QA) to resolve complex issues.
• Monitor open order reports, backorders, and follow-up actions.
• Maintain accurate records of client and customer interactions and transactions.
• Support performance metrics including average handle time and first-call resolution.
• Identify and elevate process inefficiencies to improve service delivery.
• Adhere to company policies and maintain a client-first approach.

Skills

Order management

Customer service

CRM platforms

Communication skills

Multitasking

Analytical thinking

Team collaboration

Attention to detail

Independent work

Empathy

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

CRM platforms

Job description

Client Order Management Support Representative

• Full-time
• Department: Customer Service
• Job Family: Customer Service & Engagement

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.

THE POSITION: At our Memphis distribution center, our employees play a critical role in getting life-saving products out to hospitals, clinics and nursing homes. We’re open 24 hours a day, 5 days a week because the needs of patients can’t wait.

The Client Management Order Support Representative is a dual Order to Cash function role that supports both order management activities and contact/engagement center activities to ensure seamless end-to-end client and customer operations support. This position serves as a critical liaison between clients, customers, internal departments, and external partners—managing order processing, addressing inquiries, resolving issues, and providing an exceptional service experience across all communication channels.

KEY 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.

COMPANY BENEFITS & PERKS:

• Competitive compensation
• Great benefits, including medical and dental plans, tuition reimbursement, and matching retirement plans (401k).
• Savings & Spending Account(s): Health Savings Account (HSA + EVERSANA contributions), Flexible Spending Account (FSA), and even Dependent Care Spending Account (DCSA).
• Up to 18 days accrued paid time off in addition to 10 paid company holidays.
• Employee Assistance Programs offering financial, work-life balance, family planning support, legal solutions and more to employees at no cost.
• This role takes place in a temperature-controlled environment year-round.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:The requirements listed below are representative of the knowledge, skill and/or ability required.

• 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

PREFERRED EXPERIENCE:

• 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

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 hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

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.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, itrepresentsthe low and high end of the salary range for this position and is not applicable to locations outside of theU.S.Compensation will bedeterminedbased 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 tomodifythis base salary rangeand benefitsat 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 [e-mail] .