Customer Support Specialist | M-F

Overview

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.

Customer Support Specialist

Location:

Aurora IL On-Site M-F 10:30am-7pm

• Serve customers via phone email fax and mail by answering inquiries resolving problems and fulfilling requests.
• Maintain a high inbound call answer rate (avg. 60-80 calls per day).
• Investigate and resolve issues related to shipments returns credits and orders.
• Assist with billing pricing warranty order status tracking backorder management and web services.
• Handle customer complaints with urgency and ensure resolution.
• Maintain accurate customer accounts and records.
• Collaborate cross-functionally to ensure a seamless customer experience.
• Consistently meet key performance indicators (KPIs).

• High school diploma or equivalent (some college preferred).
• 2 years of B2B customer service or 3 years of B2C customer service.
• SAP experience (minimum 2 years required).
• Proficiency in Microsoft Office Suite Teams and .
• Strong written and verbal communication skills.
• Empathy active listening and attention to detail.
• Resilience adaptability and ability to manage ambiguity.
• Manufacturing experience and conversational Spanish are a plus.

A minimum of 200

Mb/sec download and 10

Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Please apply via our online job application platform. Direct applications only. Sonova does not recruit via apps or other formats that do not include speaking with an actual human.

• Medical dental and vision coverage*
• Health Savings Health Reimbursement Flexible Spending/Dependent Care Accounts
• Tele Health 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/ 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: $20 to $26 an hour. This role is also commission eligible/bonus eligible.

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.

Required Experience: IC

Key

Skills:

Design Engineering, Baan, Customer Service, Fund Management, ABAP, Elevator

Employment Type : Full Time

Experience: years

Vacancy: 1

Monthly Salary: 20 - 26