Sr. Multi-Channel Customer Support Specialist | 7am to 4pm CST

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 | Fully On-site | 7am to 4pm CST with a one hour lunch

Sr. Multi-Channel Customer Support Specialist

The Sr. Multi-Channel Customer Support Specialist serves as a critical liaison between the Operations Customer Support Departments and customers of strategic and key channels, ensuring timely, professional, and elevated customer experience. The role enhances customer satisfaction by addressing inquiries, resolving concerns, and managing tasks related to new orders, repairs, credit returns, and order processing.

This position will be based in our Operations Center in Aurora, Illinois

Responsibilities:

• Proactively engage customers to resolve order-related issues, ensuring timely and accurate clarification to maintain seamless order processing.
• Efficiently manage and resolve high-volume incoming calls and corresponding inquiries, ensuring all follow-up tasks are completed with precision and professionalism.
• Audit, correct, and release orders in the system, ensuring compliance with fulfillment protocols and minimizing processing delays.
• Oversee and manage incoming EDI orders, as well as orders received via mail, ensuring they are processed in alignment with internal standards.
• Utilize Salesforce and other tools to create and manage cases, providing customers with transparent and timely updates on issues, delays, or resolutions.
• Leverage expertise in Sonova custom modeling software (RSM) to support order customization and resolve technical inquiries.
• Streamline credit return processes, collaborating across teams to ensure timely resolution and excellent customer outcomes.
• Adapt to shifting priorities by flexibly stepping into various Customer Support processes and functions as required.
• Mentor and train team members, serving as a resource for onboarding, upskilling, and retraining initiatives to elevate team performance.
• Contribute to strategic projects related to Operations Customer Support, driving improvements that enhance efficiency and customer satisfaction.
• Foster collaboration by partnering with internal teams to address complex requests and exceptions, ensuring alignment across departments.
• Consistently exceed performance goals and KPIs, driving measurable impact in customer satisfaction, order accuracy, and team efficiency.
• Safeguard patient health information by adhering to HIPAA guidelines and upholding confidentiality in all communications and processes
  
  
  

More about you:

• Minimum 5-year experience of B2B customer service or account management environment.
• Driven, self-motivated, and results oriented
• Strong organizational and time management
• Excellent problem resolution
• Strong attention to detail
• Passionate about serving customers
• Strong proficiency with computer, Microsoft Applications, and web interface
• 3 years SAP experience
• 2 years Business Intelligence
• 2 years CRM
  
  
  

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 mailto:wholesale.HR@sonova.com

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 26 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.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.