Custom Product Advisor

ReSound; Shakopee (MN); On-site; USD 65,904,000 - 71,635,000; Full time

Benefits offered by this job

PTO and Holidays

401k with company match

Parental Leave

HSA contributions

GN product discounts

Job summary

GN Group in Shakopee, MN is seeking a Custom Product Advisor to bridge manufacturing and customers, enhancing satisfaction by interpreting orders and recommending manufacturing actions.

The role requires 3 years in customer care or related areas, strong communication and troubleshooting skills, and experience with Navision/Salesforce. Office-based in MN with standard hours.

Qualifications

• High School diploma required.
• 3 years in Customer Care, Technical Support, or Manufacturing with hearing instruments.
• Knowledge of Navision and Salesforce.com.

Responsibilities

• Provide custom product support including fit issues, troubleshooting, and repairs.
• Maintain customer profiles and onboard new customers.
• Engage with customers on clinical and non-clinical issues.
• Support regional Sales efforts and coordinate with internal teams.
• Document feedback in Navision and Salesforce.com.

Skills

Audiometric evaluation

GNR features

Patient counseling

Communication

Navision

Sales

Troubleshooting

Teamwork

Education

High School Diploma

Tools

Navision

Salesforce.com

Microsoft Excel

Microsoft Word

Job description

Position Overview

To be a liaison between manufacturing and the customer to improve customer satisfaction by evaluating and interpreting the order and making the appropriate manufacturing recommendations based on customer requirements and manufacturing capabilities.

Position Overview

To be a liaison between manufacturing and the customer to improve customer satisfaction by evaluating and interpreting the order and making the appropriate manufacturing recommendations based on customer requirements and manufacturing capabilities.

Essential Functions

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Custom Product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product lines
• Establish and maintain customer profiles to ensure account-specific standard requests are met; including On Boarding of new customers.
• Provide pro-active customer engagement on clinical and non-clinical issues
• Provide Regional support to Sales team
• Interact with Order Entry, Audio Design, Customer Care, Technical Support, Manufacturing, Engineering, and Sales teams to improve quality of products and customer satisfaction
• Monitor customer orders for specific customers as necessary to support Sales efforts
• Document necessary customer comments in Navision and Salesforce.com to ensure customer expectation are understood
• Perform other duties as requested and / or as needed to fulfill the purpose of the position
• Other duties as assigned.

Competencies (Knowledge And Skills Needed For This Position.)

• Ability to perform audiometric evaluation in the determination of appropriate product selection
• Amplification considerations for various audiograms
• Knowledge of GNR product features – what are they, how do they work, when are they appropriate and at what level
• Assist customers in appropriate patient counseling on realistic expectations
• Strong communication skills, ability to troubleshoot and problem solve
• Very comfortable with PC operation
• Able to shift and cover a multitude of tasks
• Team-oriented
• Sales-oriented
• Phone-Pro
• Excellent verbal and written communication skills
• Extensive knowledge of hearing instrument fit, form & function
• Extensive experience with complete manufacturing process
• Knowledge of Navision and Salesforce.com
• PC Skills, Microsoft Excel & Word

Expected Work Hours: 8:00 AM–4:30 PM

Full time: Monday-Friday, occasional Saturday/OT as needed.

Position: Custom Product Advisor

Reports to Title: Supervisor of Custom Product Advisors

Department/Division: Customer Excellence

Primary Work Location: Shakopee, MN

Role: Non-Exempt

Direct reports: None

Desired Qualifications

Required Education:

• High School Diploma

Preferred Experience

• 3 years of experience in Customer Care, Technical Support, or Manufacturing working directly with hearing instruments
• Knowledge of Navision system and operations personnel and order flow

Other Info

Working Environment: Office, mfg plant

Physical Demands: Sitting, standing, bending, reaching, etc.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

What We Offer

We value our employees and offer competitive wages and benefits including:

• Generous Benefits including PTO and Paid Holidays
• 401k with Company match
• Paid Parental Leave & Transition Back to Work Benefits
• Company HSA Contributions
• Discounted GN Group products

We are committed to an inclusive recruitment process

GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today.

Pay Transparency Notice

Depending on your work location, the target compensation for this position can range from $23.00 to $25.00 per hour. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays.