Client Order Management Support Representative

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 escalate 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 escalate 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.