Customer Support Specialist

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

Benefits offered by this job

Medical, dental, vision

401k plan with company match

Paid time off

Employee assistance program

Job summary

Sonova USA, Inc. in Aurora, IL is seeking a Customer Support Specialist to respond to customer inquiries via phone, email, and mail, to improve the customer experience across Sonova businesses.

The role requires a high school diploma, 2+ years B2B or 3+ years B2C service, SAP experience, and proficiency in Office 365, Teams, and Salesforce. We offer a comprehensive benefits package and a hybrid work model with on-site presence.

Qualifications

• High school diploma or equivalent; some college preferred.
• 2+ years B2B customer service or 3+ years B2C customer service.
• Proficiency in Microsoft Office, 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

• Answer inquiries by phone, email, fax, and mail; resolve problems and fulfill requests.
• Maintain high inbound call rate (60–80 calls per day).
• Investigate and resolve issues with shipments, returns, credits, and orders.
• Assist with billing, pricing, warranty, order status, tracking, backorders, 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.
• Meet KPIs consistently.

Skills

Customer service

Phone support

Microsoft Office

Salesforce

SAP experience

Communication skills

B2B / B2C experience

Education

High school diploma or equivalent

Tools

Salesforce.com

SAP

Microsoft Office

Teams

Job description

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

165512

Aurora, IL | On-Site| M-F 10:30am - 7pm

Customer Support Specialist

The Customer Service Representative II will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses.

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).

More about you:

• High school diploma or equivalent (some college preferred).
• 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.

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

What we offer :

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform

This role's pay range is between: $20-25 an hour . This role is also commission eligible/bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.