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