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. 

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

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 character who demonstrates high moral and ethical behavior.

Preferred Qualifications

Education:  Bachelor’s or Associates degree preferred

Experience and/or Training

• More than 4 years of Customer Service experience preferably in a Health care or pharmaceutical industry.
• Advanced knowledge to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

Licenses/Certificates N/A

Technology/Equipment

• Excellent skills in relevant computer applications (Word, Excel and Outlook).

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.

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. 

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.

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