Customer Support Specialist Representative
3 weeks ago
We are a leading provider of innovative hearing care solutions. Our mission is to help people enjoy the delight of hearing. At Sonova USA, Inc., we create sense by bringing sound to life.
Our team is responsible for supporting the company's sales efforts through customer contact via various support mediums. We are the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing exceptional service and proactive interdepartmental support, while continually challenging ourselves to maximize efficiency.
Job Summary
We are seeking a highly motivated and experienced B2B Customer Service Professional to join our team. As a key member of our Customer Support department, you will be responsible for serving customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
Responsibilities
- Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
- Maintain a high inbound call answer rate.
- Resolve problems by clarifying issues, researching, exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems.
- Redirect complex or specialized concerns to the appropriate team for follow-up when applicable.
Requirements
- Minimum 2 years' B2B Customer Service experience.
- Manufacturing experience is a plus.
- SAP experience is a plus.
- Order management experience.
- Effective written and verbal communication skills.
- Ability to adapt to a variety of situations.
- Strong typing proficiency and computer skills.
- Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface.
Benefits
We offer a competitive salary of $20-$26 per hour, medical, dental, and vision coverage, health savings, health reimbursement, flexible spending/dependent care accounts, telehealth options, 401(k) plan with company match, company-paid life/ad&d insurance, short-term/long-term disability coverage, accident/hospital indemnity coverage, legal/ID theft assistance, paid time off, floating diversity day, and paid holidays.
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