Customer Support Specialist at Sonova Group

Job description

Aurora, IL | On-Site| M-F 10:30am – 7pm Customer Support Specialist The Customer Service Representative II will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses. Responsibilities: • Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests. • Maintain a high inbound call answer rate (avg. 60–80 calls per day). • Investigate and resolve issues related to shipments, returns, credits, and orders. • Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services. • Handle customer complaints with urgency and ensure resolution. • Maintain accurate customer accounts and records. • Collaborate cross-functionally to ensure a seamless customer experience. • Consistently meet key performance indicators (KPIs). More about you: • High school diploma or equivalent (some college preferred). • 2+ years of B2B customer service or 3+ years of B2C customer service. • SAP experience (minimum 2 years required). • Proficiency in Microsoft Office Suite, Teams, and Salesforce.com. • Strong written and verbal communication skills. • Empathy, active listening, and attention to detail. • Resilience, adaptability, and ability to manage ambiguity. • Manufacturing experience and conversational Spanish are a plus. A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources What we offer : • Medical, dental and vision coverage* • Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts • TeleHealth options • 401k plan with company match* • Company paid life/ad&d insurance • Additional supplemental life/ad&d coverage available • Company paid Short/Long-Term Disability coverage (STD/LTD) • STD LTD Buy-ups available • Accident/Hospital Indemnity coverage • Legal/ID Theft Assistance • PTO (or sick and vacation time), floating Diversity Day, & paid holidays* • Paid parental bonding leave • Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) • Robust Internal Career Growth opportunities • Tuition reimbursement • Hearing aid discount for employees and family • Internal social recognition platform *Plan rules/offerings dependent upon group Company/location . This role's pay range is between: $20-25 an hour . This role is also commission eligible/bonus eligible. How we work: At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Requirements

Must-haves

Aurora, IL | On-Site| M-F 10:30am – 7pm
Customer Support Specialist
The Customer Service Representative II will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses.
Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
Maintain a high inbound call answer rate (avg. 60–80 calls per day).
Investigate and resolve issues related to shipments, returns, credits, and orders.
Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
Handle customer complaints with urgency and ensure resolution.
Maintain accurate customer accounts and records.
Collaborate cross-functionally to ensure a seamless customer experience.
Consistently meet key performance indicators (KPIs).
2+ years of B2B customer service or 3+ years of B2C customer service.
SAP experience (minimum 2 years required).
Proficiency in Microsoft Office Suite, Teams, and Salesforce.com.
Strong written and verbal communication skills.
Empathy, active listening, and attention to detail.
Resilience, adaptability, and ability to manage ambiguity.
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!

Nice-to-haves

High school diploma or equivalent (some college preferred).
Manufacturing experience and conversational Spanish are a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: successfactors
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto