Customer Experience Associate

Tobii Dynavox®; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Tobii Dynavox, including its Rehadapt unit, seeks a Customer Experience Specialist to guide customers through pre-sales and order management, collaborating with global teams to deliver a high-quality experience. You’ll handle inquiries, manage orders, and support sales and finance while continuously improving processes in a hybrid Pittsburgh-based role with some remote work.

This position emphasizes strong communication, problem solving, and ERP/CRM proficiency, with opportunities to influence

Qualifications

• Associate degree or 2–4 years of inside sales or customer service
• Attention to detail with service excellence and high standards
• Excellent written and verbal communication
• Bilingual applicants encouraged
• Proficient with MS Office and CRM/ERP systems

Responsibilities

• Manage and support customers and internal stakeholders throughout the entire customer journey
• Handle customer inquiries via phone, email, and MS Teams
• Execute order management processes including quotation, order processing, invoicing, returns, backorders, and credits
• Analyze and resolve customer inquiries related to orders, deliveries, and invoices
• Ensure completeness and accuracy of customer orders by clarifying missing information and payment status
• Document all customer interactions in CRM systems
• Support sales teams with quotations and customer communication
• Collaborate closely with Finance regarding invoicing, refunds, and issue resolution
• Contribute to continuous improvement of customer service and operational processes
• Provide first-level support for basic technical inquiries and customer complaints

Skills

Customer service

Team collaboration

Problem solving

Communication

Education

Associate degree

2–4 years inside sales or customer service

Tools

MS Office

ERP systems

CRM systems

Job description

Why join us?

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

Why join us?

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives. At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose – with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed. As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ lives.

This position is with Rehadapt, a Tobii Dynavox company specializing in innovative mounting solutions for assistive technology. As part of the Tobii Dynavox family, Rehadapt is committed to developing solutions that help people with disabilities achieve greater independence and participation in everyday life.

As a Customer Experience Specialist, you act as a key interface between customers, sales, and internal stakeholders. You guide customers throughout the pre-sales and order management journey and ensure a seamless and high-quality customer experience. You will collaborate closely with international teams (e.g., Germany) and leverage modern tools and systems to handle customer inquiries efficiently while continuously improving processes.

Hybrid Role

This position follows a flexible hybrid schedule, with 3 days working remotely and 2 days onsite at our Pittsburgh Corporate Headquarters, with onsite days flexible based on team and business needs.

Office Address

1400 Cherrington Pkwy, Moon Township, PA 15108

What you'll do

• Manage and support customers and internal stakeholders throughout the entire customer journey
• Handle customer inquiries via phone, email, and MS Teams
• Execute order management processes including quotation, order processing, invoicing, returns, backorders, and credits
• Analyze and resolve customer inquiries related to orders, deliveries, and invoices
• Ensure completeness and accuracy of customer orders by clarifying missing information and payment status
• Document all customer interactions in CRM systems.
• Support sales teams with quotations and customer communication
• Collaborate closely with Finance regarding invoicing, refunds, and issue resolution
• Contribute to continuous improvement of customer service and operational processes
• Provide first-level support for basic technical inquiries and customer complaints

What you'll bring

• Associate degree or 2-4 years of inside sales or customer service
• Attention to detail with a commitment to achieving results through service excellence and high standards
• Excellent written and verbal communication
• Excellent problem resolution
• Bilingual applicants are encouraged
• MS Office Suite (Outlook, Excel, Word, PowerPoint)
• ERP experience preferred
• Clear, concise, and articulate written and spoken communication
• Strong interpersonal/rapport building skills
• Ability to communicate with all levels within the organization
• Ability to work cooperatively as a member of a team
• Demonstrated ability to discern issues and concerns of customers (internal and external)
• Ability to remain calm and focused while communicating in a fast-paced environment
• Problem-Solving
• Listening/Phone Skills
• ERP/CRM-System experience

Work Environment

• Dedicated workspace free of distraction for focused work
• Private workspace due to HIPPA requirements and sensitive customer information
• Domestic and international travel may be required on occasion

Where we stand

We believe diversity not only enriches our workplace culture, but also gives us a strategic advantage. Working with people from a variety of backgrounds and perspectives helps us all become better communicators, better problem solvers, and better human beings. Our differences make us stronger.

Tobii Dynavox values equality of opportunity, human dignity, and racial/ethnic and cultural diversity. Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin.

Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled