Customer Support Rep

Summary

Role is to handle Daily Backend Operations work i.e. End to End Order Management for Customers and Distributors who directly order products from Hollister, including Business-to-Business (B2B), Direct to Consumer (DTC), Hospitals & Veteran Affairs.

Responsibilities

• Order Management in SAP ECC.
• Discrepancies Handling like Shortages, Damages/Returns & Overages.
• Inquiries Handling.
• Quality Complaints.
• Process Orders.
• Provide Tracking/ETA to the End Customer/Key Distributors.
• Basic Finance Knowledge of Credit, Debit/Rebill and Reshipment.
• Customer Account Maintenance.
• Account Maintenance (Bill to, Sold to, Invoice Delivery Method).
• Adherence to Quality/Order Accuracy with defined SLA’s & Metrics.
• Understand and manage Internal & External Stakeholders Expectations.
• Ability to resolve Complex Problems within the Process.
  

Essential Functions of the Role**:

• Must have Hands on Experience in Order Management in SAP ECC
• Team Collaboration (India & Global (US) Team)
• Basic Excel
• Order Management
• Esker Knowledge (Added Advantage)
  

Work Experience Requirements

1-2 Years of Experience in Customer Service Field.

Education Requirements

Requires Bachelor’s or Master’s Degree or University Degree or Equivalent.

Specialized Skills/Technical Knowledge

• Demonstrate Problem Solving Skills
• Must have Excellent Verbal, Written Communications and Customer Service Skills.
• Strong Team Player
• Strong Service & Result Orientation
• Participate/Lead Continuous Improvement in Process.