Service Excellence Exception Management (Iselin, New Jersey)

WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Summary :

This position requires strong written and verbal customer and consumer contact experience as we interact with our customers daily via emails and phone calls.

This position interacts daily with many different departments including, Order Entry, Tech Support, Audiology, Marketing, Customer Care, Shell Lab, Production, and Logistics. Our orders can be complex, and it is critical to understand our product line, internal processes as well as our customers business.

We focus on maintaining a high level of accuracy while remaining within our efficiency standard and ensure that workflow to the manufacturing floor is maintained at the expected rates. Understand all policies, processes and practices for the Customer Care organization. Our organization is responsible for creating the best possible customer experience with every transaction that is handled.

Responsibilities :

• Handle high volume of inbound orders while maintaining our accuracy and efficiency standards.
• Make decisions in order to provide the best customer experience every time.
• Document all customer interaction in Salesforce. - Become a knowledgeable resource to our client base when contacting a consumer or customer or receiving a call from a customer or consumer.
• Provide a superior customer experience while driving customer loyalty and confidence in using Signia as a primary vendor.
• Demonstrate a solid understanding of all our products and processes as well as workflow to provide solutions to our customer and consumer requests.
• Provide support in a team environment.
• Supports the selling process via inbound customer calls and order placement as well as outbound calls for clarification.
• Communicate status of existing critical orders on a timely and regular basis to ensure that our customer is contacted with an update from us.
• Make recommendations for the continuous improvement of the flow of orders on an ongoing basis.
• Participate in the implementation of these recommendations.
• Provide occasional translations for customers both internal and external.
• Able to respond to consumer and customer requests using templates.

Qualifications :

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.