Customer Support Specialist — SAP & B2B Focus

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

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.