Customer Service Representative - Aurora, Canada - Hollister Incorporated

Hollister Incorporated

Verified Company

Aurora, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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