Supervisor, Client Order Management and Customer Service

THE POSITION:
The Supervisor Client Order Management and Customer Service is responsible for the execution of key business functions within the Order Management department including order processing and call center support. The Supervisor leads and develops a high-performing Order Management team ensuring operational excellence through coaching onboarding and performance management. The position also champions compliance client satisfaction and inclusive team culture contributing to strategic initiatives and hands-on support as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

Team Leadership & Development

• Lead coach and develop a high-performing Order Management team providing regular feedback performance evaluations and career development opportunities.
• Foster a culture of accountability continuous learning and collaboration.
• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.

Operational Oversight & Issue Resolution

• Oversee daily operations of order processing customer service and client communications to ensure accuracy timeliness and compliance with service level agreements (SLAs).
• Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.

Process Improvement & Efficiency

• Partner with leadership to identify recommend and implement process improvements that enhance productivity quality and client satisfaction.
• Utilize metrics and KPIs to monitor team performance drive operational improvements and report progress to senior leadership.
• Lead initiatives to document standardize and optimize workflows including SOPs and work instructions.

Cross-Functional Collaboration

• Act as a liaison between Order Management/Customer Service and cross-functional teams including Supply Chain Warehouse Operations Finance and Client Services to support seamless client onboarding and daily execution/escalations.
• Participate in strategic planning and special projects to support departmental and organizational goals.

Client Relationship Management

• Ensure a positive client experience through consistent service delivery proactive communication and timely issue resolution.
• Represent Order Management in client calls or meetings as needed to address operational updates or performance discussions.

Compliance Quality and Risk Mitigation

• Maintain adherence to internal controls data accuracy standards and regulatory compliance related to order processing and client communications.
• Monitor system and process integrity ensuring pricing credits and order entry are executed without errors or delays.

Diversity Equity and Inclusion

• Model inclusive behaviors and create an equitable environment where all team members feel valued and empowered.
• Demonstrate a commitment to diversity equity and inclusion through continuous development modeling inclusive behaviors and proactively managing bias. 

Additional Responsibilities

• Support hands-on execution of operational tasks during peak periods or resource gaps.
• All other duties as assigned

 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 an employee with a disability unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position please contact Human Resources.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above this role also includes the following unique responsibilities:

• Execute the goals established by the business and department to ensure client delight. 
• Effectively delegate tasks responsibility and accountability to teams to ensure execution is performed to a standard of excellence. 
• Lead their team and improve the quality of the departments work product. 
• Assess and determine appropriate personnel and structure to accomplish necessary day-to-day functions. 
• Interview select and supervise the activities of the department staff within the confines of stated business goals and company policies & procedures. 

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications :

MINIMUM KNOWLEDGE SKILLS AND ABILITIES:

The requirements listed below are representative of the experience education knowledge skill and/or abilities required.

• Bachelors degree or equivalent combination of education and experience.
• 24 years of customer service experience ideally within the healthcare or pharmaceutical industry with a demonstrated ability to drive team performance and client satisfaction.
• Minimum of one year of supervisory experience preferably in a high-volume fast-paced environment such as a call center.
• Proven ability to interpret and apply business insights from industry publications regulatory guidelines and technical documentation.
• Strong analytical skills with the ability to interpret data identify trends and make informed decisions.
• Demonstrated problem-solving capabilities including the ability to assess complex situations and implement effective solutions.
• Ability to lead both independently and collaboratively fostering a high-performance team culture.
• Collaborative leadership style with a focus on cross-functional alignment and shared success.
• Exceptional verbal and written communication skills with the ability to influence and engage stakeholders at all levels.
• Consistently presents a polished professional image and models executive presence.
• Strong customer-centric mindset with a commitment to service excellence.
• Highly organized with the ability to manage multiple priorities and deadlines effectively.
• Dependable and accountable with a track record of delivering results.
• Proficient in managing administrative workflows and optimizing operational processes.
• Deep understanding of customer service principles and best practices.
• Positive energetic leadership presence that inspires and motivates teams.
• Skilled communicator who fosters clarity alignment and trust.
• High integrity and ethical standards; lead by example and builds credibility through actions.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach grasp stand and/or sit for long periods of time (up to 90% of the shift) walk talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet with frequent interruptions and multiple demands.

Additional Information :

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients 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 InnovateI am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited e-mails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs 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 ones identity. All of our employees points of view are key to our success and inclusion is everyones 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 .

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