Customer Service Representative

7 days ago


Aurora, Ontario, Canada Hollister Incorporated Full time

We Make Life More Rewarding and Dignified

Location:
Ontario

Department:
Secure Start

Summary
The customer service representative processes sales orders, credits, and returns to customers who directly order product from Hollister, including business-to
- business (B2B), direct to consumer (DTC), hospitals, Veteran Affairs. Assist in the support of sales initiatives and process improvements, which result in revenue and market growth for Hollister Incorporated. Hollister Incorporated is operating in a hybrid-working environment.

Responsibilities

Receive Orders and Enter into SAP System - 60%

  • Answer 800 Telephone line for all Hollister customer orders
  • Enter sample orders
  • Process ESKER faxes for future automated process
  • Return customer messages
  • Provide order verification
  • Maintain professional attitude and provide appropriate telephone etiquette to customers
**Provide World Class Customer Service

  • 30%** Promptly respond to all nonorder inquiries from external and internal customers
  • Request proof of delivery and/or tracers
  • Create onestep returns, credit and debit requests
  • Communicate accurate and reliable product information and have the ability to find product information online or by other means
  • Provide scripted selling scenarios to external customers
  • Determine when to utilize the appropriate professional or clinical reference
  • Utilize the SAP system to its fullest capacity
  • Maintain excellent product knowledge and attend all offered educational training
  • Be a positive influence on the team

Inter-Departmental Interactions - 10%

  • Resolve disputes where appropriate
  • Check order status
  • Provide feedback on customer complaints
  • Follow appropriate guidelines to insure timeliness of customer orders
  • Provide timely information on product complaints
  • Obtain response from QM on customer inquiries

Essential Functions of the Role

  • Computer typing
  • Ability to work greater than 40 hours if need arises
  • Ability to sit for long periods of time (68 hours)
  • Ability to wear Headsets for long periods of time
  • Fluent in English and French language (both written and verbal)
  • Ability to travel up to 5% of time.

Work Experience Requirements

  • 3+ years experience in customer service related field
  • Demonstrated success in a responsible clerical/secretarial position

Education Requirements

  • High School Diploma
  • Associate's preferred

Specialized Skills/Technical Knowledge

  • Demonstrate skill problem solving
  • Excellent communication and listening skills (phone and in person)
  • Strong team player
  • Strong service orientation
  • Strong results orientation


Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

Hollister Incorporated is an independent, employee-owned company that develops, manufactures, and markets healthcare products worldwide.

The company develops and manufactures products for ostomy care, continence care and critical care, and also develops educational support materials for patients and healthcare professionals.

Headquartered in Libertyville, Illinois, it 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 (JDS Inc), a 100 year old company.

Hollister is guided by the shared Mission of JDS Inc, to make life more rewarding and dignified for people who use its products and services.

Hollister is an EO employer - M/F/Veteran/Disability

Job Req ID: 31502

LI-Hybrid

Job Segment:
Customer Service Representative, Clerical, ERP, SAP, Customer Service, Administrative, Technology

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