Commercial Customer Support Specialist

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 | United States

 

Commerical Customer Support Specialist

 

The responsibility of the Commercial Customer Support Specialist is to increase customer satisfaction and retention by providing dealers and colleagues with accurate, consistent, timely, and meaningful information. Duties include building rapport and collaborative relationships with customers, enter orders accurately, apply discounts after proper approvals, provide pricing, inform customers of backorders with estimated ship dates, interface with Supply Chain, Accounts Receivable, Marketing, Service, Warehouse and Technical Support, attend product trainings, and maintain organized customer files. Ensuring that everything starts and ends with the customer.

 

Interfaces:

• Supply chain logistics team 
• Service department 
• End-User Support team 
• Sales Teams 

• Accounts Receivable department 
• Information Technology team 
• Global Service team 
• Global Sales Project team 

 

Responsibilities:

• Develop maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services 

• Apply knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic manner 
• Ensure orders are entered and moved through the system to shipping accurately and promptly 
• Apply correct prices and discounts after seeking or receiving proper approvals 
• Support global key accounts and accounts with special requirements 
• Increase sales by upselling or cross selling where appropriate 

• Remain current on product information and product updates through available resources 
• Analyze customer accounts and promptly make corrections and/or modifications to files 
• Maintain updated, organized files on all assigned customers to include sales orde