Client Information Specialist - Client Relations

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

Responsible for the execution of key business functions within the Order Management department including order processing, call center support and returns processing focused on customer service. 

• Order entry and maintenance
• E-mail monitoring and support (responding to Client and Customer inquiries)
• Resolve return credits that require further review before credit can be issued
• Physician sampling tasks
• Work with other departments on client resolutions/special projects as required
• Maintain applicable client work instructions
• Maintain Pricing database for applicable clients
• Entry of Overages, Shortages, and Damages into the applicable system
• Call center support (answering phones – Client Customer Service lines)
• All other duties as assigned
• Continuous Process Improvement - The incumbent is expected to work with the Manager and Call Center Support in continually evaluating the efficiency, productivity and accuracy levels of the department and making process improvements to attain high levels of achievement in each business function performed by Order Management.
• Operational Tasks - The incumbent provides key support services for the Order Management department including entry of orders, responding to inquiries and problem resolution. The position will have direct contact with EVERSANA clients and clients’ customers as a result of the Order Management business function, therefore effective communications skills, written and oral are critical. The incumbent is also a key resource for the entire department as work load demands require allocation of resources to various business functions

POSITION SUCCESS FACTORS:

• Excellent organizational skills
• Ability to work as a team and individually
• Excellent communication skills (written and verbal)
• Collaborative work style

Qualifications

Education High school diploma or equivalent generally required

Experience and/or Training (1-4 years of Customer Service experience preferably in a Health Care or Pharmaceutical Industry.

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
• Ability to calculate figures and amounts such as discounts, interest, commissions proportions, and percentages.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work as a team and individually
• Collaborative work style
• Excellent verbal and written communication skills
• Professional personal presentation
• Customer service orientation
• Excellent organization and planning skills
• Reliability
• Ability to multi task
• Knowledge of administrative and clerical procedures
• Knowledge of customer service principles and practices
• Keyboard skills
• Positive Attitude and Energy-Exhibits an upbeat attitude, a genuine interest in others and a                                                                                                     sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding.
• Highly Principled – Proves to be a professional of unquestionable integrity, credibility and c