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Customer Solutions Specialist

4 months ago

Iselin, United States WS Audiology Americas Full time
Job DescriptionJob Description

Location: Hybrid, based out of our Iselin, NJ office
Shift Hours: 10-6:30 pm EST

Job Description:

This position requires excellent verbal and written customer contact experience as we interact with our customers daily via phone calls, Live Chats, faxes, and e-mails.

This position works together daily with many different departments including, Sales, Customer Care, Manufacturing, Finance and Supply Chain. Our orders can be complex, and it is critical to understand our product line, internal processes, purchase channels as well as our customers’ business. Our department is responsible for providing an effortless experience to our customers with each and every transaction that is handled.

It is also the responsibility of this position to identify and take corrective action on issues reported with follow-through to completion and/or correction of issue.

Job Requirements:

  • Troubleshoot existing orders and work with teams to prioritize and solve order issues
  • Responsible for working closely with escalated customer situations and various vendors or internal departments to ensure corrective actions are taken for improved customer experience.
  • Make recommendations for the continuous improvement of the flow of orders on an ongoing basis. Participate in the implementation of these recommendations. - Help discuss & implement new processes to reduce touch points and simplify tasks.
  • Handle various Salesforce caseloads, including Quality, Product Quality, Defective queue, and 2QS/2QM requests in INFOR
  • Act as a liaison between Customers, customer facing teams & Operations teams
  • Establish relationship with Manufacturing team to ensure order quality
  • Review any orders that Manufacturing team finds difficult and (customers have escalated) to build and provide guidance on steps to take or process to follow
  • Helps facilitate flow of work from end-to-end operation
  • Examine orders with obsolete part numbers, correct current orders to flow and correct the root of the issue
  • Review and update orders to flow through system
  • Agile problem solver with attention to detail
  • Capture issues in Salesforce tool for feedback, track and trending
  • Able to make decisions in order to provide the best customer experience each and every time
  • Document all customer interaction in our Customer Relationship Management
  • Salesforce tool
  • Become a knowledgeable resource to our client base when contacting a customer or receiving a call from a customer or consumer
  • Provide a superior customer experience while driving customer loyalty and confidence in using our brands as a primary vendor
  • Demonstrate a solid understanding of all our products and processes as well as workflow to provide solutions to our customer requests
  • Ability to provide support in a team environment - Responsible for retaining clientele through best-in-class customer experience
  • Be a go to for all CRM and OPS teams to provide guidance on processes or escalations


Position Requirements:

  • 7 years of service, manufacturing, and operational experience
  • HS diploma or equivalent required. BS/BA degree preferred.
  • Excellent communication and interpersonal skills are a must.
  • Travel is required 2-4 times per year, for customer visits or to operations site workshops.
  • Proven problem solver
  • Strong phone experience is necessary.
  • Ability to operate in a fast-paced and dynamic business environment and be prepared to understand and participate in executing strategies.
  • Process driven and customer focused with a “can-do” attitude that is demonstrated each and every day.
  • Driven by performance measures.
  • Motivated by individual and team achievement.



Every day our 12,000 colleagues in 130 markets help millions of people regain and benefit from the miracle of hearing. Going beyond together, we achieve annual revenues of around EUR 2.5 billion. Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.


WSAudiology is an equal opportunity employer. We are committed to providing equal opportunities for employment and advancement without regard to an individual’s race, color, religion, national, origin, age, sex, sexual orientation, gender identity, marital, status, disability, veteran status, or any characteristic protected by local, state, or federal law.

This policy ensures equal opportunities for all individuals in areas such as recruitment, hiring, compensation, benefits, training and development, promotions, and discipline. Discrimination on the basis of any protected characteristic is strictly prohibited.

Disabled applicants requiring reasonable accommodations during the recruitment and selection process should contact the human resources department.