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).

Requirements

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.

Benefits

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 o Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD) o 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

B2B customer serviceB2C customer serviceSAPMicrosoft Office SuiteMicrosoft TeamsSalesforce.combillingorder managementreturns managementbackorder management

Soft Skills

written communicationverbal communicationempathyactive listeningattention to detailresilienceadaptabilityability to manage ambiguity