Customer Services Specialist (Government Accounts)

WSA – Wonderful Sound for All; Port Reading (NJ); On-site; USD 36,000 - 54,000; Full time

Job summary

WSA - Wonderful Sound for All is a global leader in the hearing aid industry, with 12,000 colleagues in 130 countries. This role handles inbound/outbound calls and emails, navigates Salesforce case queues, and communicates order updates to customers to ensure timely service.

You will thrive in a fast-paced environment, learn systems quickly, and maintain accuracy and compliance while supporting core business operations and customer care.

Qualifications

• Handle inbound and outbound phone calls and emails.
• Work through Salesforce case queues following proper process.
• Contact and Respond to customers via email using the Salesforce case.
• Contact customer to provide fit updates for custom orders that require changes or approvals.
• Work through ERP exceptions / kick-outs to ensure orders are triaged and handled properly.
• Proactively monitor purchase orders to eliminate missed SLA.

Responsibilities

• Handle inbound and outbound phone calls and emails.
• Work through Salesforce case queues following proper process.
• Contact customers via email using Salesforce cases.
• Provide fit updates for custom orders requiring changes or approvals.
• Triage ERP exceptions to ensure proper order handling.
• Proactively monitor purchase orders to meet SLA.

Skills

Customer service

Communication

Problem solving

Teamwork

Tools

Salesforce

ERP systems

Job description

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

We are seeking a highly motivated and adaptable professional who thrives in a fast-paced environment and excels at problem-solving, collaboration, and customer-focused communication.

Essential Duties And Responsibilities

This role requires a quick learner who can navigate systems and processes efficiently while maintaining accuracy, compliance, and a strong understanding of business operations.

• Handle inbound and outbound phone calls and emails
• Work through Salesforce case queues following proper process
• Contact and Respond to customers via email using the Salesforce case
• Contact customer to provide fit updates for custom orders that require changes or approvals
• Work through ERP exceptions / kick-outs to ensure orders are triaged and handled properly
• Proactively monitor purchase orders to eliminate missed SLA Additional tasks based on business needs to ensure we are providing the best possible service experience.

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.