Customer Success Specialist – Salesforce & ERP

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, 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.