Production Customer Service Bilingual Representative

Sonova Group; Mississauga; Hybrid; CAD 45,000 - 55,000; Full time

Job summary

A leading hearing technology company in Mississauga seeks a Production Customer Service Representative to support manufacturing processes and manage customer order communication. The role requires excellent organizational skills, customer service experience, and proficiency with Salesforce. This position offers a flexible hybrid work environment and opportunities for career development within a diverse and inclusive workplace.

Benefits

Collaborative culture

Continuous self-improvement opportunities

Rich benefits plan including wellness benefits

Qualifications

• Previous customer service experience, ideally within the hearing aid or medical device industry.
• Fluent in English; French language considered an asset.
• Basic typing and computer skills required.

Responsibilities

• Make outbound calls for order clarification and follow-up.
• Communicate with customers via Salesforce regarding order details and updates.
• Assist in expediting orders as required to meet production timelines.
• Collaborate with internal departments to resolve order inconsistencies.

Skills

Customer service experience

Organizational skills

Effective communication

Teamwork orientation

Problem-solving abilities

Education

Secondary education or equivalent

College education preferred

Tools

Salesforce

SAP

Job description

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.

The Production Customer Service Representative supports the manufacturing and repair processes while serving as a liaison between Operations and customers. This role focuses on clarifying incoming orders, providing accurate information, and ensuring a seamless communication flow between customers, production, and service teams to deliver exceptional support and product quality.

Responsibilities:

• Make outbound calls for order clarification and follow-up
• Communicate with customers via Salesforce regarding order details and updates
• Maintain and update order locations and statuses upon customer request
• Assist in expediting orders as required to meet production timelinesPerform order entry tasks for new, remake, service, and credit orders
• Support Total QC functions in accordance with ISO Quality Policy Manual
• Ensure compliance with safety, ESD, and cleanliness standards within the production environment
• Collaborate with internal departments to resolve order inconsistencies and ensure accuracy
• Perform other duties as assigned by management and as outlined in the Training Grid

More about you:

• Secondary education or equivalent required; college education preferred
• Previous customer service experience, ideally within the hearing aid or medical device industry
• Strong organizational skills and attention to detail
• Excellent time management and problem-solving abilities
• Effective communication skills and teamwork orientation
• Ability to work independently and with minimal supervision
• Basic typing and computer skills; SAP and Salesforce experience preferred
• Fluent in English; French language considered an asset

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 Sonova HR.

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 guarantee every 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.