Senior Customer Experience Lead – NA (Hybrid)

Tobii Dynavox; Pennsylvania; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Tobii Dynavox in Pittsburgh, PA, is seeking a Senior Customer Experience Associate for Rehadapt North America. You will own day-to-day Customer Service, handle quotations, orders, invoicing, returns and escalations, and guide customers and partners through the entire order process.

As the first dedicated Customer Service resource in North America, you will collaborate with Sales, Operations and Finance, work with the German team, and help improve response times and customer experience during

Qualifications

• 3 to 5 years experience in Customer Service, Customer Experience, Inside Sales or operations.
• Experience in AAC, assistive technology, medical devices or healthcare is a strong plus.
• Fluent in English language.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the dedicated point of contact for North American customers and partners, handling inquiries via phone, email and Microsoft Teams during North American working hours.
• Prepare quotations and process customer orders accurately and on time.
• Support invoicing questions and manage returns, backorders and credits in collaboration with Finance.
• Resolve order, delivery and invoice issues independently and follow them through to resolution.
• Handle customer complaints and escalated complex cases to Global Customer Service Management as appropriate.
• Document customer interactions, orders and cases in the CRM, ensuring data quality and transparency.

Skills

Communication skills

English fluency

Problem solving

Independent work

Education

Bachelor's degree

Job description

Tobii Dynavox in Pittsburgh, PA, is seeking a Senior Customer Experience Associate for Rehadapt North America. You will own day-to-day Customer Service, handle quotations, orders, invoicing, returns and escalations, and guide customers and partners through the entire order process.

As the first dedicated Customer Service resource in North America, you will collaborate with Sales, Operations and Finance, work with the German team, and help improve response times and customer experience during