Bilingual Production Customer Service Representative

Sonova; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading hearing technology company in Mississauga is seeking a Production Customer Service Representative. In this role, you will act as the main point of contact for customers, managing inquiries and processing orders through systems like SAP and Salesforce. Candidates should have 3-5 years of customer service experience and strong communication skills. This position requires 5 days onsite and offers a collaborative work environment with competitive compensation.

Benefits

Rich benefits plan

Mentorship program

Flexibility in work model

Opportunities for self-improvement

Qualifications

• 3-5 years of experience in customer service or sales operations.
• Experience with ERP systems and CRM tools is essential.
• Strong communication skills, both verbal and written.

Responsibilities

• Act as the main communication point between customers and operations.
• Process sales and repair orders, including rush requests.
• Monitor production and repair orders using systems like SAP and Salesforce.

Skills

Customer service experience

Communication skills

Attention to detail

Time management

Education

Post-secondary education

Tools

Salesforce

SAP

MS Office

Job description

Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Mississauga, Canada

Production Customer Service Representative

As a Production Customer Service Representative, you will act as the main communication point between customers and the Operations team, ensuring timely and accurate responses to inquiries, quotes, and order tracking. You will process sales and repair orders, coordinate rush requests, and support our internal systems including Salesforce, SAP, and PLM. This role is critical in maintaining strong relationships with external customers and internal stakeholders while supporting business performance.

Responsibilities

• Serve as the primary customer contact for requests related to delivery dates, rush orders, and quote information
• Enter and monitor production and repair orders in SAP and Salesforce
• Maintain accurate customer master data and order tracking logs
• Communicate timelines, shipping details, and updates to internal stakeholders and external customers
• Process Engineering Change Orders (ECOs) and document updates in SAP/PLM systems
• Support cross-functional collaboration with Supply Chain, Engineering, Production, and Quality
• Monitor open orders and ensure deadlines are met
• Resolve and escalate customer complaints or product-related concerns
• Track and report daily/weekly order status and performance metrics
• Support continuous improvement initiatives and administrative tasks

Travel Requirements
None – this role requires 5 days onsite.

More about you:

• Post-secondary education preferred

• 3-5 years of experience in customer service or sales operations (manufacturing or production environment preferred)
• Experience working with ERP systems such as SAP and CRM tools like Salesforce
• Strong communication skills—both verbal and written
• Detail-oriented with strong time management skills
• Proficient in MS Office (Excel, Word, Outlook)
• Ability to prioritize in a fast-paced environment and manage multiple tasks

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 [e-mail]

What we offer:

• Exciting and challenging work environment

• Collaborative culture

• Opportunities for continuous self-improvement

• Opportunities for flexible hybrid model work environment

• A company that values diversity and inclusion

• Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions

• Mentorship program and career development plans

Sonova Canada is now a certified Great Place to Work May 2024- May 2025.

How we work:

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.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guaranteeevery person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.