Customer Support Rep III

We Make Life More Rewarding and Dignified

Location

Gurgaon

Department

Finance

Summary

The Customer Support Representative III supports customers, product users, and caregivers across multiple channels, providing accurate product, service, pricing, policy, and order information. The role manages orders from creation through delivery and issue resolution, ensuring accuracy, timely fulfillment, effective coordination, proper documentation, and adherence to service-level agreements.

Responsibilities

Manage customer inquiries, complaints, and service requests across approved channels, providing accurate information and timely resolutions.

Process and validate SAP ERP orders, ensuring accurate pricing, invoicing, and delivery commitments.Coordinate order fulfillment, dispatch, and delivery across ERP, WMS, and OMS systems with relevant stakeholders.

Monitor shipments and resolve delays, delivery exceptions, shortages, damage, incorrect products, and return-to-origin risks.

Manage order changes, cancellations, returns, refunds, and replacements according to company policies and service levels.Coordinate reverse logistics, including return validation, pickups, warehouse receipts, quality checks, and customer updates.

Maintain accurate CRM records, complaint classifications, Order-to-Cash data, and operational reports.Escalate complex or recurring issues while maintaining ownership through resolution.

Ensure customer satisfaction through compliance with service procedures, quality standards, regulations, and approved processes.

Essential Functions of the Role

Communicate effectively via email, phone, and virtual platforms.

Participate in cross-functional meetings and initiatives.

Manage multiple priorities and deadlines in a fast-paced environment.

Serve as a point of contact for internal and external stakeholders.

Education & Work Requirements

Bachelor's Degree with 2-5 years of related experience or equivalent combination of education and experience

Education & Work Preferences

Experience in the healthcare or medical-device industry.

Experience supporting business-to-business customers, distributors, hospitals, healthcare providers, product users, caregivers, or end consumers.

Experience coordinating with warehouse, logistics, sales, and supply-chain teams in a cross-functional or cross-geographic environment.

Experience with shipment tracking, reverse logistics, delivery exception management, refunds, replacements, and customer-satisfaction measures.

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.

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister 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., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Benefits That Care

At Hollister, we offer benefits that go beyond compensation, including Annual Health Check-up programs & insurance benefits, paid leave (Sick leave, loyalty Leave, Casual Leave and Earned leave), Maternity & Paternity benefits, flexible work options, opportunities for learning & Development, Employee recognition & reward programs, Meal facilities, and employee engagement programs.

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID

36989