B2B Customer Support Specialist | SAP & CRM

Sonova Group; Aurora (IL); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Life/ad&d insurance

PTO and holidays

Hearing aid discount

Employee Assistance Program

Job summary

Sonova Group in Aurora, IL is seeking a Customer Support Specialist to deliver timely, friendly service to callers, emailers and key accounts. You will respond to inquiries, resolve issues, and help customers navigate orders, billing and shipments in a fast-paced, on-site environment.

Ideal candidates have 2+ years in B2B or 3+ years in B2C customer service, SAP experience, and proficiency with Microsoft Office, Teams and Salesforce.

Qualifications

• 2+ years of B2B customer service or 3+ years of B2C customer service.
• SAP experience (minimum 2 years required).
• Proficiency in Microsoft Office Suite, Teams, and Salesforce.com.
• Strong written and verbal communication skills.
• Empathy, active listening, and attention to detail.
• Resilience, adaptability, and ability to manage ambiguity.
• Manufacturing experience and conversational Spanish are a plus.

Responsibilities

• Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
• Maintain a high inbound call answer rate (avg. 60-80 calls per day).
• Investigate and resolve issues related to shipments, returns, credits, and orders.
• Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
• Handle customer complaints with urgency and ensure resolution.
• Maintain accurate customer accounts and records.
• Collaborate cross-functionally to ensure a seamless customer experience.
• Consistently meet key performance indicators (KPIs).

Skills

B2B customer service

B2C customer service

SAP

MS Office

Salesforce

Spanish (conversational)

Communication

Attention to detail

Resilience

Education

High school diploma or equivalent

Tools

Microsoft Office

Teams

Salesforce

SAP

Job description

Sonova Group in Aurora, IL is seeking a Customer Support Specialist to deliver timely, friendly service to callers, emailers and key accounts. You will respond to inquiries, resolve issues, and help customers navigate orders, billing and shipments in a fast-paced, on-site environment.

Ideal candidates have 2+ years in B2B or 3+ years in B2C customer service, SAP experience, and proficiency with Microsoft Office, Teams and Salesforce.