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Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, 

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Aurora (IL), United States

Customer Support Specialist | 10:30am - 7pm

159386

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license), and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry

Government Services Customer Support Specialist

Location: Aurora, IL (Onsite)

Responsibilities

  • Process all loss & damage requests and scan on file new orders received through EDI.

  • Review incoming EDI orders for accuracy, compatibility, and special instructions.

  • Utilize SAP to locate current patient impressions and manage government agency orders.

  • Enter supply orders (boxes, bags, labels) and monitor rush orders to ensure on-time shipping.

  • Create and manage cases in Salesforce (SFDC), communicating with customers via phone and email.

  • Scan documents and payments into Docuware and log account/order information.

  • Process cancellations, adjustments, and order releases using SAP tools.

  • Track and resolve issues related to incompatible or provisional orders and missing devices.

  • Provide backup coverage for the Government Services inbound phone queue.

  • Actively participate in daily management meetings and continuous improvement initiatives.

  • Support cross-training across departments for operational flexibility.

  • Meet individual and team goals while fostering a positive, team-oriented environment

More about you

  • High school diploma or equivalent required (some college preferred).

  • Minimum 2 years’ customer service experience.

  • Strong written and verbal communication skills.

  • Skilled in problem analysis and resolution, with attention to detail.

  • Proficient in Microsoft Word, Excel, Outlook, and Teams.

  • Experience with SAP and Salesforce strongly preferred.

  • Self-motivated, results-driven, and able to prioritize multiple tasks.

  • Comfortable handling phone and email communications with professionalism

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

 

What we offer:

· 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

o Additional supplemental life/ad&d coverage available

· Company paid Short/Long-Term Disability coverage (STD/LTD)

o STD LTD Buy-ups available

· Accident/Hospital Indemnity coverage

· Legal/ID Theft Assistance

· PTO (or sick and vacation time), 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.

This role's pay range is between: $20 to $26 an hour. This role is also commission eligible/bonus eligible.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

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