Customer Service Representative

We Make Life More Rewarding and Dignified 

Location: Libertyville 
Department: Customer Service 

Summary

Join our dynamic team at Hollister Incorporated! In this role, you’ll handle sales orders, credits, and returns for our diverse clientele, including B2B partners, direct consumers, hospitals, and Veteran Affairs. You’ll also play a key part in driving sales initiatives and process improvements, fueling revenue and market growth. Hollister Incorporated is operating in a hybrid-working environment.

Responsibilities

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.

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

Inter-Departmental Interactions - 10%

• Credit Department
• Resolve disputes where appropriate
• Manufacturing/Operations
• Check order status
• Provide feedback on customer complaints
• Follow appropriate guidelines to insure 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
• Associate’s degree (preferred)

Specialized Skills/Technical Knowledge

• Demonstrate skill problem solving
• Proficient in communication and active listening, both over the phone and in person.
• Collaborative team member.
• Exceptional commitment to customer service.
• Exhibit strong problem-solving skills.
• 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, 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 is an EO employer – M/F/Veteran/Disability
Job Req ID: 33586

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