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, we – through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.
The Way We Work
At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL - Customized by team that keeps our employees motivated and engaged.
Sonova Values
At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people : to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.
- We Care We care for our employees, customers and consumers, as well as our shareholders and society.
- We drive innovation We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
- We strive for excellence We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
- We take accountability We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
- We build the best teams We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.
Aurora, IL
Open Order Specialist
Purpose of role : Sonova USA is seeking an Open Order Specialist who will support commercial open order, nation account and escalation team.
Our Offer to You :
Improving the quality of life of millions of people suffering from hearing lossA challenging and motivating assignment as part of a dynamic teamModern mindset and processes, accommodating flexible working conditionsOpportunities for further responsibilities and support for further training and developmentSonova’s outstanding opportunities and career growthMain Tasks and Responsibilities :
Continual daily review and monitoring of open customer sales orders – current and past due to various technical and process related gaps, issues, and inconsistencies that impact customer requirementsWork cross-functionally on challenges such as inventory availability, shipping requirements and any other special handling of customer sales ordersMonitor and manage list of orders eligible for delivery to ensure deliveries occurReview and manage short ship instances via system reports directly with the end customer and support existing customer support team with issue mitigating challengesWorks in conjunction with the Production and Transportation teams, as well as fulfilment partners for past due and current sales orders pending shipmentContinuous collaboration with Production and Transportation teams to ensure product availability within company guidelines for customer required dates of shipmentRecognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships.Apply critical thinking and advanced problem-solving skills in assessing inventory availability via system logic for confirmed and unconfirmed product to specific sales ordersAbility to switch between various fulfilment methods i.e., stocked inventory, 3rd party distribution center, cross-dock and drop-ship order and fulfilment processesHandling of effective communication between internal teams and end-customers throughout the lifecycle of an orderAccurately determining various errors that are either systemic and / or non-systemic from order entry to shipment fulfilment to invoicing – matters such as but not limited to; incompletes, iDocs, order blocks and master data irregularitiesInitiate account master updates in various including but not limited to; customer contacts, fulfilment variations such OTTR (On Time to Required), short ship with back-order and short ship with back-orders cancelledWork with multiple internal departments to resolve issues while identifying root cause and propose recommended solution(s) to the leadership teamRecommend changes / improvements / enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achievedExtract, interpret and analyze open order reports in a concise and clear manner to present and discuss during leadership meetingsIdentify patterns and trends on challenges being faced with sales order not advancing to fulfilment stagesUtilize all available resources to ensure accurate communication to customerMaintain consistent documentation record of order information and notes in SAP and CRMUpdate system to reflect order, product, and date changesAcknowledge, research, and resolve customer requests in a timely and complete mannerMaintain updated documentation for all assigned customers’ requirementsEscalate ongoing / significant issues impacting order fulfillment with appropriate urgencySupport Supervisors with training needs and monitoring of sales order volumeAssists and supports Regional Customer Support Specialists, in troubleshooting orders that escalate. Responds to customer inquiries and accomplishes problem solving in a professional and effective fashion. Acts as a resource in resolving customer issues by utilizing excellent process knowledge and strong communication skillsProvide support on company projects with intention of becoming the subject matter expertWork with team members on ad-hoc issues, escalation, and be the appointed super userSupport department as required during absences or increased workload periods.All other duties as assignedEducation and Skillset :
High school diploma or equivalent, bachelor’s degree preferredMinimum 8 years customer service / order management environment or relevant work experienceKnowledge and expertinse of Production, Distribution and TransportationDriven, self motivated, and results orientedPassionate about servicing customersExcellent proactive interpersonal, written, verbal communication and team skillsProven ability to manage and motivate employeesProblem analysis and resolution skillsStrong written / verbal communication, organizational, and planning skillsDemonstrated ability to adjust priorities and mange time in a fast-paced environmentExcellent computer skillsExpert with Microsoft Applications, and web interfaceSAP, BI and Salesforce.com or equivalent systemsA minimum of 200Mb / sec download and 10Mb / sec upload speed internet connectivity is required to support any remote / hybrid employee functionality at Sonova
Pay Range :
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 wholesale.HR@Sonova.com
Health Benefits and Perks :
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, 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.
