Operations Supervisor - 2nd Shift Distribution

TL;DR

Operations Supervisor - 2nd Shift Distribution (Order Management/Distribution): Lead and develop an order support team to oversee daily order management and client communications, ensuring SLA accuracy, timeliness, and compliance. Focus on escalation handling for complex client issues, driving process improvements using metrics and KPIs, and coordinating cross-functionally with Supply Chain, Warehouse Operations, Finance, and Client Services.

Location: Memphis, TN, USA

Company

hirify.global provides next-generation commercialization services to the life sciences industry.

What you will do

• Lead, coach, and develop a high-performing Order Support team, including onboarding and performance evaluations.
• Oversee daily order management and client communications to meet SLA requirements for accuracy and timeliness.
• Monitor workload and adjust task assignments to handle volume demands and service expectations.
• Escalate and resolve complex client/customer issues and represent Order Management in client calls or meetings as needed.
• Drive process improvement by using metrics and KPIs, and by documenting/standardizing workflows (SOPs and work instructions).
• Coordinate with cross-functional teams (Supply Chain, Warehouse Operations, Finance, Client Services) and support strategic planning/special projects.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 4+ years of customer service experience in the healthcare or pharmaceutical industry, with demonstrated ability to drive team performance and client satisfaction.
• 2+ years of supervisory experience, preferably in a high-volume, fast-paced environment (e.g., call center).
• Ability to interpret and apply business insights from regulatory guidelines and technical documentation.
• Strong analytical and problem-solving skills, including interpreting data and identifying trends.
• Exceptional verbal and written communication skills with the ability to influence stakeholders.

Culture & Benefits

• Patient- and client-focused operating principles: patient minded, client delight, and take action.
• Emphasis on diversity, equity, and inclusion with accountability for inclusive leadership behaviors.
• Continuous learning and talent growth through development of self and others.
• Reasonable accommodation available under ADA and applicable state/local laws.