About the position The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions. 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 (75-80 calls a day avg). , Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable. , Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support). , Investigate and resolve problems related to the shipment of products, returns, credits, and orders. , Communicate company policies and pricing per price and policy guide. , Assist with billing questions, pricing, and warranty inquiries. , Assist with order status and tracking inquiries. , Assist with backorder management for sales territory. , Assist with web services and case management for sales territory. , Handle customer complaints with urgency and ensure satisfactory resolution. , Work cross-functionally to ensure an effortless customer experience. , Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations. Requirements Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C 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. Nice-to-haves Willingness to learn and adapt to new challenges. 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 , Additional supplemental life/ad&d coverage available , Company paid Short/Long-Term Disability coverage (STD/LTD) , Accident/Hospital Indemnity coverage , Legal/ID Theft Assistance , PTO, 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 Apply Job!