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
THE POSITION:
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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are best achieved by:
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.
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 emails – Client Customer Service lines)
All other duties as assigned.
Ability to work as a team and individually.
Collaborative work style
Excellent verbal and written communication skills
Customer service orientation
Reliability
Ability to multitask.
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 because 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 workload demands allocation of resources to various business functions. 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.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
Experience and/or Training (0-1 Yr of Customer Service experience)
Excellent organizational skills
Ability to work as a team and individually.
Excellent communication skills (written and verbal)
Collaborative work style
Willingness to work from the office (Pune – Koregaon Park)
Ability to and willingness to work from 6 PM to 3 AM IST.
Qualifications
Any Graduate (Finance background preferred)
Additional Information
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 hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
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.
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 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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