Manager, Customer Experience

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, we – through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.

The Way We Work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.

 

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

1. We Care -- We care for our employees, customers and consumers, as well as our shareholders and society.
2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

 

Aurora, IL

Manager, Customer Experience

Purpose of role: The Manager, Customer Experience is responsible for the direct management of the open order, national account and escalation teams.

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• Sonova’s outstanding opportunities and career growth

 

Main Tasks and Responsibilities:

 

• Provide guidance and development to direct reports, comprised of individual contributors and supervisors
• Continual daily review and monitoring of open customer sales orders – current and past due to various technical and process related gaps, issues, and inconsistencies that impact customer requirements
• Work cross-functionally on challenges such as inventory availability, shipping requirements and any other special handling of customer sales orders
• Monitor and manage list of orders eligible for delivery to ensure deliveries occur
• Review and manage short ship instances via system reports directly with the end customer and support existing customer support team with issue mitigating challenges
• Continuous collaboration with Production and Transportation teams to ensure product availability within company guidelines for customer required dates of shipment
• Recognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships
• Apply critical thinking and advanced problem-solving skills in assessing inventory availability via system logic for confirmed and unconfirmed product to specific sales orders
• Ability to switch between various fulfilment methods i.e., stocked inventory, 3rd party distribution center, cross-dock and drop-ship order and fulfilment processes
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