Customer Support Rep

Location : Gurgaon
Department : Commercial

Job 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]

• Order 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.

• 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.

• 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

• 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.

  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.