Customer Service II

We Make Life More Rewarding and Dignified

Location: ​Gurugram​
Department: ​Sales

Summary

The Customer Service & Order Management Associate is primarily responsible for the support and education of end-users and caregivers with Hollister products and services. He/She will be responsible for managing customer interactions and end-to-end order processing activities, ensuring order accuracy, timely fulfilment, and effective coordination across internal functions to enhance customer satisfaction and operational excellence. ensuring order accuracy, timely order fulfillment, proactive stakeholder coordination, and adherence to service level commitments.

Responsibilities

1. Customer Service

• Manage customer inquiries and service requests across multiple communication channels, ensuring prompt and effective resolution.
• Address customer concerns and complaints within defined service standards, escalating complex issues as required.
• Build and maintain strong customer relationships through professional and responsive support.
• Provide accurate information on products, pricing, order status, and delivery schedules
• Collaborate with cross-functional teams to ensure timely resolution of customer issues and seamless service delivery.

1. Order Management

• Process and validate customer orders in the ERP system with a high degree of accuracy- Process and validate customer orders in SAP ERP with a high degree of accuracy while meeting service level agreements (SLAs) and order quality standards.
• Ensure completeness and accuracy of order details, pricing, and delivery commitments- Coordinate order fulfillment activities and proactively manage orders to ensure customer delivery commitments are achieved.
• Collaborate with cross-functional teams to facilitate efficient order execution.
• Track order status and provide timely updates to customers and stakeholders.
• Administer order amendments, cancellations, and returns in line with company guidelines.

1. Process, Documentation & Compliance

• Maintain accurate customer and order records, ensuring data integrity and documentation compliance.
• Prepare order-related MIS and operational reports.
• Track pending orders and customer requests to ensure timely closure.
• Coordinate with logistics partners to monitor shipments and delivery status.

1. Data Management

• Ensure data accuracy in SAP Order-to-Cash (O2C) module.
• Assist in preparing business reports related to order processing and customer service activities.

1. Collaboration & Stakeholder Engagement

• Collaborate with Sales, Logistic, Supply Chain, and other respective stakeholders.
• Demonstrate strong awareness of cross-functional and cross-geographic nuances

Essential Functions of the Role

• Respond to inquiries with professionalism, empathy, and accuracy.
• Serve as the primary point of contact for customers via phone, email, and chat.
• Clearly explain products, services, and policies to customers.
• Resolve customer concerns efficiently and document all interactions in the system.
• Maintain detailed and accurate records of calls, complaints, and resolutions.
• Adhere to HIPAA and other regulatory guidelines when handling sensitive information.
• Navigate multiple software tools simultaneously while on calls.
• Prolonged periods of stationary work and headset use.
• Use internal systems (e.g., Brightree, Salesforce, or other CRM platforms) to manage workflows.

Education & Work Requirements

• Associate's Degree with 0-1 years of related experience

Education & Work Preferences

• 2+ years of experience in customer service, order management, supply chain operations, or order-to-cash processes. Experience in healthcare and medical devices is preferred.
• Experience in managing customer inquiries, order processing, dispatch coordination, invoicing, and complaint resolution
• Hands-on experience with ERP systems (SAP O2C) and CRM tools.

Experience Type:Experience handling B2B customers, distributors, hospitals, healthcare providers, or end consumers would be an advantage.

• Order-to-Cash (O2C) Process Knowledge
• ERP Systems Proficiency (SAP)
• CRM Tools and Customer Service Management
• Inventory, Logistics & Shipment Coordination
• MS Excel and MIS Reporting

Competencies

• Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
• Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
• Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
• Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
• Live The Schneiders’ Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 36586