Customer Service Representative

We Make Life More Rewarding and Dignified 

Location: ​Ontario​
Department: ​ 

 

Summary

The Customer Service Representative / Sample Room hybrid role is responsible for performing Business to Business (B2B) and Business to Consumer (B2B) activities, such as answering phones, managing team email inboxes and entering sales and sample orders.  This role is also responsible for helping the sample room as the business requires.

 

Responsibilities:

 

B2B and B2C Tasks in SAP/SFDC – 50%

• Answer Inbound Calls in French and English
• Receive and enter FAX and e-mail orders in SAP
• Process faxes for future automated process
• Maintain professional attitude and provide appropriate telephone etiquette to customers
• Manage and respond to team voice mailbox and email inbox
• Promptly respond to all non-order inquiries from external and internal customers
• Request proof of deliveries, ETA’s and open lost shipment claims with carriers
• Create one-step returns, credit and debit requests
• Enter sample orders in Sales Force

• Address consumer concerns/questions regarding ostomy products and follow-up as needed
• Accurately record quality issues in Sales Force
• Make assigned sample follow-up calls in Sales Force (Quality Notification & Product Conversion)
• Communicate accurate and reliable product and supply chain/distribution information
• Provide scripted selling scenarios to external customers
• Maintain excellent product knowledge and attend all educational offered training

 

Sample Room Responsibilities – 40%

• Handle/count/pack/ship materials utilizing radio frequency guns, and PC’s
• Assist in maintaining order fulfillment service levels of 97% or greater
• Inventory tracking and reporting
• Perform Weekly Cycle Counts
• Manage inventory of marketing materials
• Resolve ordering and receipt issues for internal and external customers
• Maintain appropriate operating procedures and policies within corporate guidelines

 

Inter-Departmental Interactions - 10%

• Resolve disputes where appropriate
• Check order status
• Provide feedback on customer complaints
• Ability to trouble shoot product issues
• Follow appropriate guidelines to insure timeliness of customer orders
• Provide timely information on product complaints
• Obtain response from QM on customer inquiries
• Be a positive influence on the team

 

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 (6-8 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

 

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 education