Product / Service Quality & Customer Solutions Specialist

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.

Location - Iselin, New Jersey Office (hybrid)

Hours - 10:30AM - 7:00PM EST

Summary

The Customer Solutions Specialist will be responsible for monitoring and handling reported issues and escalations that our customers and teams report to ensure an effortless experience to our customers with every contact. It is also the responsibility to identify and take corrective action on issues reported with follow through to completion / correction of issue. Orders can be complex, and it is critical to understand our product line, internal processes, purchase channels as well as our customers’ business.

Responsibilities

• Troubleshoot existing orders and work with teams to prioritize and solve order issues
• Responsible for working closely with escalated customer situations and various vendors or internal departments to ensure corrective actions are taken for improved customer experience.
• Make recommendations for the continuous improvement of the flow of orders on an ongoing basis.
• Participate in the implementation of these recommendations.
• Help discuss & implement new processes to reduce touch points and simplify tasks.
• Handle various salesforce caseloads; Quality and Product Quality as well as Defective queue and 2QS/2QM requests in INFOR are a few specifically
• Act as a liaison between Customers, customer facing teams & Operations teams
• Establish relationship with Manufacturing team to ensure order quality
• Review any orders that Manufacturing team finds difficult and (customers have escalated) to build and provide guidance on steps to take or process to follow
• Helps facilitate flow of work from end-to-end operation
• Examine orders with obsolete part numbers, correct current orders to flow and correct the root of the issue
• Review and update orders to flow through system
• Document all customer interaction in our Customer Relationship Management - Salesforce tool
• Responsible for retaining clientele through best-in-class customer experience
• Be a go to for all CRM and OPS teams to provide guidance on processes or escalations
• Interact daily with many different departments including Sales, Customer Care, Manufacturing, Finance and Supply Chain.
• Capture issues in Salesforce tool for feedback, track and trending
• Become a knowledgeable resource to our client base when contacting a customer or receiving a call from a customer or consumer
• Provide a superior customer experience while driving customer loyalty and confidence in using our brands as a primary vendor
  
  

Qualifications

• Bachelor’s degree
• Excellent verbal and written customer contact experience as we interact with our customers daily via phone calls, Live Chats, faxes, and e-mails.
• Strong organizational skills with attention to detail
• Agile problem-solving skills
• Ability to make strategic decisions to provide the best customer experience at every touchpoint
• Demonstrate a solid understanding of all our products and processes as well as workflow to provide solutions to our customer requests
• Ability to provide support in a team environment
  
  

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.