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 servicesApply knowledge of company products / services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic mannerEnsure orders are entered and moved through the system to shipping accurately and promptlyApply correct prices and discounts after seeking or receiving proper approvalsSupport global key accounts and accounts with special requirementsIncrease sales by upselling or cross selling where appropriateRemain current on product information and product updates through available resourcesAnalyze customer accounts and promptly make corrections and / or modifications to filesMaintain updated, organized files on all assigned customers to include sales ordersContact customers to obtain missing information or data to ensure an accurate customer databaseAssist other co-workers in the department as neededSupport with achievement of relevant KPI targets.Provide repair service customer supportImprove 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 experienceStrong PC Skills in MS Office, JD Edwards (preferred)Superior customer service attitude; able to handle difficult customers with diplomacy and tactExcellent communication (oral and written) skills and excellent phone skillsExcellent interpersonal skillsStrong, accurate data entry skillsGood organizational skills with excellent follow-throughGood problem-solving skillsPrevious experience with export documentationModerate product knowledge in Consumer productsUnderstanding and experience in customer specific portals related to order process, logistics and delivery booking | slotsUnderstanding of box moving businessDevelop maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and servicesApply knowledge of company products / services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic mannerEnsure orders are entered and moved through the system to shipping accurately and promptlyApply correct prices and discounts after seeking or receiving proper approvalsSupport global key accounts and accounts with special requirementsIncrease sales by upselling or cross selling where appropriateRemain current on product information and product updates through available resourcesAnalyze customer accounts and promptly make corrections and / or modifications to filesMaintain updated, organized files on all assigned customers to include sales ordersContact customers to obtain missing information or data to ensure an accurate customer databaseAssist other co-workers in the department as neededSupport with achievement of relevant KPI targets.Provide repair service customer supportImprove 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 changesIs quick to recognize situations where change is needed and takes steps to implement changeSupports organizational changeBuilds trust with others by acting in a way that is consistent with group / organizational expectationsLearns to be flexible in completing job assignmentsWillingly accepts assignments that will expand his / her capabilitiesSeeks opportunities and effectively works with others to learn who have more experience and tenure in the organization, different perspectives, backgrounds and / or stylesActively seeks additional experience and knowledge in technical / functional areas to gain expertise beyond current assignmentsExcellent organizational skills as well as oral and written communication skillsResults focused by aiming for and exceeding performance targets and goals to drive personal accountabilityAble to quickly learn company systems and toolsAble to interpret and apply department policies and procedures and applicable laws, rules, and regulationsStrong on Relationship Building by recognizing cultural differencesAttention to detail, self-directed, self-starter, problem solverAble to work independently and with a team and to promote a positive work atmosphereAble to meet deadlines & balance multiple projects in a fast-paced environmentStrong analytical and troubleshooting skillsA 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!
What we offer :
Medical, dental and vision coverageHealth Savings, Health Reimbursement, Flexible Spending / Dependent Care AccountsTeleHealth options401k plan with company matchCompany paid life / ad&d insuranceAdditional supplemental life / ad&d coverage available
Company paid Short / Long-Term Disability coverage (STD / LTD)STD LTD Buy-ups available
Accident / Hospital Indemnity coverageLegal / ID Theft AssistancePTO (or sick and vacation time), floating Diversity Day, & paid holidaysPaid parental bonding leaveEmployee Assistance Program (24 / 7 mental health support hotline, 5 company paid counseling sessions and more)Robust Internal Career Growth opportunitiesTuition reimbursementHearing aid discount for employees and familyInternal social recognition platformD&I focused : D&I council and employee resource groupsPlan rules / offerings dependent upon group Company / location.This role's pay range is between : $65K to 86K based 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.
Salary : $65,000 - $86,000
