Customer Support Specialist

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

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Life/ad&d insurance

PTO and holidays

Hearing aid discount

Employee Assistance Program

Job summary

Sonova Group in Aurora, IL is seeking a Customer Support Specialist to deliver timely, friendly service to callers, emailers and key accounts. You will respond to inquiries, resolve issues, and help customers navigate orders, billing and shipments in a fast-paced, on-site environment.

Ideal candidates have 2+ years in B2B or 3+ years in B2C customer service, SAP experience, and proficiency with Microsoft Office, Teams and Salesforce.

Qualifications

• 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.

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).

Skills

B2B customer service

B2C customer service

SAP

MS Office

Salesforce

Spanish (conversational)

Communication

Attention to detail

Resilience

Education

High school diploma or equivalent

Tools

Microsoft Office

Teams

Salesforce

SAP

Job description

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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.

Customer Support Specialist

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.