Customer Support Specialist eOrders | HYBRID | 10am - 7pm
Who we are
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
Aurora, IL | HYBRID
Schedule: 10am to 7pm Monday - Thursday & Friday 9:30am to 6:30pm
Customer Support Specialist eOrders
Sonova USA Inc. is seeking an Customer Support Specialist -eOrders who will act as a liaison between our Customer Support Department and the customer to ensure orders are accurate and ready for processing. This role will require speaking with Hearing Healthcare Provider directly regarding order requirements and take necessary actions needed to correct order or reroute in efficient and accurate manner.This role works closely with the Order Entry Specialist, Customer Support Specialist, Sales, and Finance.
Responsibilities:
Provide order resolution support to our Customer Success Team
Proactively contact customers on orders that cannot be processed due to missing information, incompatible product selections, discontinued product, pricing or promotional discrepancies, PO, or authorization inconsistencies, etc.
Responsible for correcting orders in system and releasing to production for processing
Responsible for coordinating customer order confirmations
Responsible for maintaining working knowledge of complex product portfolio, provider ordering guidelines and protocols required to follow for authorizing third party referral networks and state/government agencies
Maintain confidentiality of patient health information and adhere to HIPAA guidelines
Collaborate with internal sources for assistance or exception requests
Work with a sense of advocacy and urgency to ensure customers’ orders are corrected in timely manner
Deliver a high-quality customer experience
Ability to consistently meet performance goals and KPIs established for the position
Other duties as assigned by leadership
More about you:
2+ years of customer service experience
Order Management experience
Driven, self-motivated, and results oriented
Strong organizational and time management
Excellent problem resolution
Strong attention to detail
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaDon't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human.If you are offered a job without speaking with someone please contact mailto:wholesale.HR@sonova.com
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
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform
D&I focused: D&I council and employee resource groups- Plan rules/offerings dependent upon group Company/location.
This role's pay range is between: $20 to $26 (compensation range depends on years of experience and location). This role is also bonus/commission 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.
=== Company description
Sonova AG