Client Information Specialist - Call Center Support
EVERSANACompany 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 req…