Customer Service Representative (SAP Experience Required)

We Make Life More Rewarding and Dignified 

Location: ​Libertyville​
Department: ​Sales 

Summary

The Customer Service Representative is responsible for processing 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. This position will assist in the support of sales initiatives and process improvements, which result in revenue and market growth for Hollister Incorporated.

Responsibilities

1. Receive Orders and Enter into SAP System – 60%
   • Operate the customer service phone system via Five9, efficiently handling all customer orders, managing tracking requests, and resolving discrepancies.
   • Manage orders through automated systems such as MyHollister, Esker, and GHX.
   • Process orders for both internal and external customers, including international clients.
   • Efficiently manage the customer service email inbox, ensuring timely responses to customer inquiries.
   • Uphold a professional demeanor and demonstrate proper telephone etiquette when interacting with customers.
      
2. Provide World Class Customer Service – 30%
   • Promptly respond to all non-order inquiries from external and internal customers.
   • Request proof of delivery and/or tracers.
   • Process one-step returns, and handle credit and debit requests.
   • Communicate accurate and reliable product information.
   • Fully leverage the capabilities of the SAP system.
   • Maintain product knowledge and attend all offered educational training.
      
3. Inter-Departmental Interactions – 10%
   • Credit Department: Resolve disputes where appropriate
   • Manufacturing/Operations: Check order status, provide feedback on customer complaints, follow appropriate guidelines to ensure timeliness of customer orders
   • Quality Management Department: 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 (6-8 hours)
• Ability to wear Headsets for long periods of time

Work Experience Requirements

• 2+ years’ experience in customer service-related field
• Demonstrated success in a responsible clerical or secretarial position

Education Requirements

• High School Diploma required
• Associate’s degree preferred

Specialized Skills/Technical Knowledge:

• Previous experience with SAP or similar ERP
• Demonstrated problem solving skills
• Proficient in communication and active listening, both over the phone and in person
• Collaboration
• Exceptional commitment to customer service
• Effectively manage multiple priorities simultaneously

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.

Our Total Rewards package in aggregate is above market and includes competitive pay, 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). ​The anticipated base salary range for this position is $24.04 - $25.48 per hour. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.​

• The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs. ​
• The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions. ​
• The Company’s paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status. ​
• The Company’s additional benefits include: education assistance and adoption assistance benefit 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: 34041