Senior Customer Experience Associate

Tobii Dynavox

Senior Customer Experience Associate optimizing processes and enhancing customer experience at Tobii Dynavox. Involves collaborating with cross-functional teams and managing customer interactions.

Posted 4/16/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Guide customers and junior level staff to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experience
Respond to inquiries and issues requiring in depth research and follow through
Identify and implement improvements of internal and customer facing processes that enhance the efficiency of order management and operational functions
Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure continuous improvement.
Provide training, coaching, and support to internal teams to improve their ability to utilize new tools, systems, and processes effectively.
Represent the Customer Experience Team and their customers during Go To Market and other Product related meetings and activities
Submit completed quotes and bids to federally and/or state funded agencies
Develop and maintain internal resources, tools, and best practices for use by the order management and other customer facing teams to ensure consistency and accuracy in operations.
With the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needs
Conduct regular reviews of current processes, systems, and performance metrics to identify areas for improvement and propose actionable solutions.
Review and update departmental forms and internal process documentation
Collaborate with cross-functional teams to streamline processes, optimize workflows, and improve overall system efficiency and customer experience.
Resolve escalated order management issues, assist with order management quality assurance initiatives and monitor backorders
Foster customer relationships, gather and track feedback and recommend improvements to the order management experience with a “customer first” approach
Perform various other duties as assigned

Requirements

What you’ll need

Bachelors degree or equivalent related experience
3 to 5 years experience in a related position
Attention to detail with a commitment to achieving results through service excellence and high standards
Excellent written and verbal communication skills
Excellent problem resolution
Bilingual (English/French) applicants are encouraged
Proficiency in MS Office, including Excel, Word and PowerPoint
Proficiency in Salesforce or similar CRM
Ability to multi-task and work with interruptions
Ability to communicate in different settings and with a variety of communication partners
Travel may be required on occasion (1-2 times per year)

Benefits

Comp & perks

Health insurance
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementprocess improvementcustomer experiencequality assurancedata analysisreportingtrainingcoachingproblem resolutionmulti-tasking

Soft Skills

attention to detailservice excellencecommunicationcollaborationcustomer relationship managementadaptabilityfeedback gatheringstrategic thinkinginterpersonal skillsorganizational skills

Certifications

Bachelor's degree