Remote Customer Escalations Specialist – Order Resolutions

Sonova Group; United States; Remote; USD 64,000 - 80,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Company paid life/ad&d insurance

Short/Long-Term Disability coverage

Job summary

Sonova in the United States is seeking a Customer Escalations Specialist to manage and resolve escalated customer order issues, coordinating with internal teams and communicating status.

The role requires 4-6 years in customer support or escalation roles, SAP/ERP experience, strong English communication, and the ability to thrive in a fast-paced environment. This remote role offers a competitive pay range and benefits.

Qualifications

• 4-6 years of experience in customer support, escalation management or customer experience roles
• Knowledge and Expertise of Production, Distribution and Transportation
• Strong critical-thinking, problem-analysis, and resolution skills, with attention to detail and consistent follow-through
• Excellent time-management, organization, prioritization, and case-management abilities
• Able to manage multiple urgent issues calmly and professionally in a fast-paced, high-pressure environment
• Self-motivated, results-oriented, and accountable, with a strong sense of urgency and ownership in resolving complex customer concerns
• Strong interpersonal, written, and verbal English communication skills, demonstrating empathy and professionalism during escalated situations
• Builds positive cross-functional relationships while advocating for customer needs and achieving timely case resolution
• Excellent computer skills, including Microsoft applications, web-based systems, 2+ years of SAP or other ERP experience, and experience with BI and Salesforce or equivalent systems

Responsibilities

• Serve as primary escalation point for complex customer order issues and concerns
• Investigate and resolve escalated cases related to orders and delivery
• Coordinate resolution with internal teams and communicate status to customers
• Maintain documentation in SAP and CRM systems
• Track KPIs such as CSAT, FCR and resolution time
• Participate in Dynamic Resource Allocation with ~1 hour per week in the phone queue
• Travel less than 5%
• Other duties as assigned

Skills

Critical thinking

Problem solving

Time management

Communication skills

Customer service

Ownership

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

SAP

ERP systems

BI

Salesforce

Job description

Sonova in the United States is seeking a Customer Escalations Specialist to manage and resolve escalated customer order issues, coordinating with internal teams and communicating status.

The role requires 4-6 years in customer support or escalation roles, SAP/ERP experience, strong English communication, and the ability to thrive in a fast-paced environment. This remote role offers a competitive pay range and benefits.