Customer Support Rep

The role involves handling daily backend operations for End to End Order Management of customers and distributors ordering products from Hollister, covering various channels such as Business-to-Business (B2B), Direct to Consumer (DTC), Hospitals & Veteran Affairs. Responsibilities include managing orders in SAP ECC, addressing discrepancies like shortages, damages/returns & overages, handling inquiries and quality complaints, processing orders, providing tracking/ETA to customers and key distributors, basic finance knowledge, customer account maintenance, and adherence to quality/order accuracy with defined SLAs & metrics. The role requires understanding and managing internal & external stakeholders" expectations and resolving complex problems within the process. Key responsibilities also include having hands-on experience in Order Management in SAP ECC, collaborating with teams in India and the US, basic Excel skills, Esker knowledge (added advantage), 1-2 years of experience in customer service field, and a Bachelor's or Master's degree or equivalent. Specialized skills/technical knowledge needed are problem-solving skills, excellent verbal and written communication, strong team player, service & result orientation, and participation/leadership in continuous improvement processes. The position is located in Gurugram and follows a hybrid working mode.,