Commercial Customer Support Specialist

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands - Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron - we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Aurora, IL | United States

Commerical Customer Support Specialist

The responsibility of the Commercial Customer Support Specialist is to increase customer satisfaction and retention by providing dealers and colleagues with accurate, consistent, timely, and meaningful information. Duties include building rapport and collaborative relationships with customers, enter orders accurately, apply discounts after proper approvals, provide pricing, inform customers of backorders with estimated ship dates, interface with Supply Chain, Accounts Receivable, Marketing, Service, Warehouse and Technical Support, attend product trainings, and maintain organized customer files.Ensuring that everything starts and ends with the customer.

Interfaces:

• Supply chain logistics team
• Service department
• End-User Support team
• Sales Teams

• Accounts Receivable department
• Information Technology team
• Global Service team
• Global Sales Project team

Responsibilities:

• Develop maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services

• Apply knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic manner
• Ensure orders are entered and moved through the system to shipping accurately and promptly
• Apply correct prices and discounts after seeking or receiving proper approvals
• Support global key accounts and accounts with special requirements
• Increase sales by upselling or cross selling where appropriate

• Remain current on product information and product updates through available resources
• Analyze customer accounts and promptly make corrections and/or modifications to files
• Maintain updated, organized files on all assigned customers to include sales orders
• Contact customers to obtain missing information or data to ensure an accurate customer database
• Assist other co-workers in the department as needed

• Support with achievement of relevant KPI targets.
• Provide repair service customer support
• Improve global customer master data consistency and support standardized workflows for maintenance required for further progression of dependent tools and meaningful reporting.

More about you:

• 1-3 years Customer Service experience
• Strong PC Skills in MS Office, JD Edwards (preferred)
• Superior customer service attitude; able to handle difficult customers with diplomacy and tact
• Excellent communication (oral and written) skills and excellent phone skills
• Excellent interpersonal skills
• Strong, accurate data entry skills
• Good organizational skills with excellent follow-through
• Good problem-solving skills
• Previous experience with export documentation
• Moderate product knowledge in Consumer products
• Understanding and experience in customer specific portals related to order process, logistics and delivery booking | slots
• Understanding of box moving business
• Develop maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services
• Apply knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic manner
• Ensure orders are entered and moved through the system to shipping accurately and promptly
• Apply correct prices and discounts after seeking or receiving proper approvals
• Support global key accounts and accounts with special requirements
• Increase sales by upselling or cross selling where appropriate
• Remain current on product information and product updates through available resources
• Analyze customer accounts and promptly make corrections and/or modifications to files
• Maintain updated, organized files on all assigned customers to include sales orders
• Contact customers to obtain missing information or data to ensure an accurate customer database
• Assist other co-workers in the department as needed
• Support with achievement of relevant KPI targets.
• Provide repair service customer support
• Improve global customer master data consistency and support standardized workflows for maintenance required for further progression of dependent tools and meaningful reporting.

Essential Characteristics

• Willingly accepts direction to adapt role to organization or team changes
• Is quick to recognize situations where change is needed and takes steps to implement change
• Supports organizational change
• Builds trust with others by acting in a way that is consistent with group/organizational expectations
• Learns to be flexible in completing job assignments
• Willingly accepts assignments that will expand his/her capabilities
• Seeks opportunities and effectively works with others to learn who have more experience and tenure in the organization, different perspectives, backgrounds and/or styles
• Actively seeks additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments
• Excellent organizational skills as well as oral and written communication skills
• Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
• Able to quickly learn company systems and tools
• Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
• Strong on Relationship Building by recognizing cultural differences
• Attention to detail, self-directed, self-starter, problem solver
• Able to work independently and with a team and to promote a positive work atmosphere
• Able to meet deadlines & balance multiple projects in a fast-paced environment
• Strong analytical and troubleshooting skills

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 allin and learn we'd love to hear from you!

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
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.

This role's pay range is between: $22 to $26based on experience. 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.