Customer Experience Specialist

2 days ago


Iselin, New Jersey, United States WS Audiology Americas Full time
Unlock Human Potential

At WSAudiology Americas, we're on a mission to bring back hearing for millions of people worldwide. As a Customer Solutions Specialist, you'll be part of our global team of 12,000 colleagues in 130 countries, working together to unlock human potential.

About the Role

We're looking for an experienced professional to join our Sales Operations team as a Customer Solutions Specialist. This is a full-time position based in Iselin, New Jersey, with a hybrid schedule that includes working from home on Mondays and Fridays. You'll be responsible for monitoring and handling reported issues and escalations, ensuring an effortless experience for our customers. Your goal will be to identify and take corrective action on issues, working closely with teams and vendors to provide the best possible customer experience.

Your Responsibilities

- Troubleshoot existing orders and work with teams to prioritize and solve order issues
- Handle escalated customer situations and collaborate with various vendors or internal departments to ensure corrective actions are taken
- Make recommendations for the continuous improvement of the flow of orders and participate in implementing these changes
- Act as a liaison between Customers, customer-facing teams, and Operations teams
- Establish relationships with Manufacturing teams to ensure order quality
- Review and update orders to flow through the system
- Document all customer interactions in our Customer Relationship Management (CRM) tool
- Be a go-to resource for CRM and OPS teams to provide guidance on processes or escalations

Requirements

We're looking for someone with a Bachelor's degree and excellent verbal and written communication skills. You should have experience working with customers daily via phone calls, Live Chats, faxes, and emails. Strong organizational skills with attention to detail are essential, along with agile problem-solving skills and the ability to make strategic decisions. You should also demonstrate a solid understanding of all products and processes as well as workflow to provide solutions to customer requests. Finally, you'll need to be able to provide support in a team environment.

About Us

WSAudiology Americas is committed to equal opportunity employment. We welcome applicants from diverse backgrounds and perspectives. As a company, we strive to create a workplace where everyone feels valued and respected.

Location

This role is based in Iselin, New Jersey, with a hybrid schedule.

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