We Make Life More Rewarding and Dignified
Location : Gurgaon
Department : Commercial
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. Own the customer order journey from order creation till last mile delivery and closure of complaints / returns.
Responsibilities
- 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.
- Handle customer queries related to delay, damage, shortage, wrong product via Call / Email / WhatsApp.
- Log all complaints in CRM / Ticketing tool with correct category
- Coordinate internally with Warehouse, Logistics and Sales for resolution
- Provide resolution within SLA - FRT [First Reponse Time] <2 hrs, Closure <24/48 hrs
- O rder 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.
- Monitor daily orders in ERP / WMS / OMS and ensure timely processing
- Coordinate with Warehouse for Pick, Pack & Dispatch on time
- Check /validate E-way Bill, Invoice accuracy before dispatch
- Proactive order status update to customer - Dispatched / Out for Delivery
- Track shipments with courier partners via portal / tracker
- Proactively track and resolve delayed, stuck and out-for-delivery shipments.
- Coordinate with logistics partners and customers for delivery appointments.
- Ensure deliveries are completed within committed TAT and minimize RTO.
3. Return & Reverse Logistics Management
- Validate return requests as per company return policy and initiate reverse process.
- Coordinate with courier for reverse pickup and with warehouse for return receipt and QC.
- Follow up for QC status and initiate Refund / Replacement
- Ensure return cases are closed within TAT with proper customer communication.
4. 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.
- Maintain daily MIS - Order Status, Delivery TAT, Complaints, Returns
- Escalate repeat issues and critical cases to Team Lead
- Adhere to CS SOPs and maintain Customer Satisfaction / CSAT
- Escalate critical and repeat issues to SLT
5. 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.
- Maintain and analyze data using tools like Excel, SAP, or HRIS systems.
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.
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: 36585