Customer Experience Specialist

Customer Experience Specialist

Purpose of role:. The Customer Experience Specialist-Escalation Management position is responsible for making decisions to resolve escalated customer order issues. This role requires critical thinking and proactive problem-solving to investigate and address complex challenges. The Customer Experience Specialist works closely with customers to close the escalation loop, ensuring timely, effective solutions while maintaining the highest standards of customer satisfaction and experience. The role also involves driving improvements in processes and performance metrics to enhance overall service delivery.

Main Tasks and Responsibilities:

• Manage escalated customer issues related to orders, service delivery, and critical customer concerns.
• Conduct thorough investigations into escalated matters, identifying root causes and implementing effective solutions.
• Maintain clear, timely communication with customers to ensure their concerns are fully resolved and the escalation loop is closed.
• Collaborate with internal teams, including Operations, Sales, and Customer Support, to coordinate solutions for escalated issues.
• Track and monitor key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
• Accurately document escalated issues and resolutions, providing regular reports and insights on trends and areas for improvement.
• Identify recurring customer issues and suggest process improvements to reduce escalations and enhance customer experience.
• Handle urgent and high-priority escalations with a sense of urgency, ensuring timely and satisfactory resolution.
• Develop and share best practices for resolution management to ensure consistent and high-quality service delivery.
• Proactively drive customer satisfaction by ensuring escalations are handled with the utmost care and attention.
• Provide feedback to leadership on patterns and trends in escalations, contributing to strategic decision-making.
• Maintain up-to-date expertise in products and services to provide accurate, effective customer solutions.
• Other duties as assigned

Education and Skillset:

• Bachelor’s Degree or 5 equivalent years of experience in Customer Support, Account Management or Order Management
• 5-7 years of experience in customer support, escalation management, or customer experience roles, with a demonstrated ability to resolve complex issues and improve customer satisfaction.
• 2+ years SAP or other ERP experience
• Knowledge and Expertise of Production, Distribution and Transportation
• Driven, self-motivated, and results oriented
• Skilled at managing difficult or emotionally charged customer situations, demonstrating patience, empathy, and a commitment to finding mutually beneficial solutions.
• Strong ability to manage multiple priorities, urgent issues, and time-sensitive escalations while maintaining attention to detail.
• Ability to identify process gaps, recommend improvements, and drive long-term solutions for reducing escalations.
• Proven ability to lead cross-functional efforts, working effectively with other departments (Operations, Sales, etc.) to resolve escalated issues without direct authority.
• Problem analysis and resolution skills
• Strong written/verbal communication, organizational, and planning skills
• Demonstrated ability to adjust priorities and mange time in a fast-paced environment
• Excellent interpersonal skills with an ability to build and maintain relationships
• Customer oriented team player
• Excellent computer skills
• Expert with Microsoft Applications, and web interface
• SAP, BI and Salesforce, or equivalent systems

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact wholesale.HR@Sonova.com

Health Benefits and Perks:

• 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)
  • STD LTD Buy-ups available
• 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
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.

If the applicant selected for this role resides in CA, CO, NY or WA we adhere to the pay transparency required in those states. This role's pay range is between:  $22-30 an hour. This role is also bonus elligible.

How we work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.