Customer Service II Professional

Hollister Medical India; Gurugram District; On-site; INR 450,000 - 600,000; Full time

Job summary

Hollister Medical India. is seeking a Customer Service II to support end-users and caregivers for Hollister products. You will manage end-to-end order processing, maintain data accuracy, and coordinate with Sales, Logistics, and Supply Chain to ensure timely deliveries.

You will respond to inquiries via phone, email and chat, explain products and policies, and document all interactions while adhering to HIPAA-like guidelines and internal SOPs.

Qualifications

• Associates Degree with 0-1 years of related experience.
• Experience with ERP systems (SAP O2C) and CRM tools.
• Healthcare and medical devices experience preferred.
• Experience handling B2B customers, distributors, hospitals, or providers.

Responsibilities

• Manage customer inquiries and service requests across channels.
• Address concerns within defined service standards and escalate as needed.
• Build strong customer relationships through professional support.
• Provide accurate information on products, pricing, orders and delivery.
• Collaborate with cross-functional teams for timely issue resolution.
• Process and validate customer orders in SAP ERP with high accuracy.
• Coordinate fulfillment and monitor order status to meet SLAs.
• Maintain order records and document interactions in the system.
• Navigate multiple software tools while on calls.
• Ensure data integrity in SAP Order-to-Cash and generate MIS reports.

Skills

Customer service

Order management

Cross-functional collaboration

Communication

Education

Associates Degree

Tools

SAP O2C

Brightree

Salesforce

CRM tools

Job description

Customer Service II

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 fulfillment, and effective coordination across internal functions to enhance customer satisfaction and operational excellence, ensuring order accuracy, timely fulfillment, proactive stakeholder coordination, and adherence to service level commitments.

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.
• Order Management: 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.

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.

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.

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 Brightree, Salesforce, or other CRM platforms to manage workflows.
• Maintain and analyze data using tools like Excel, SAP, or HRIS systems.

Education Work Requirements

• Associates 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.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.