Customer Support Specialist eOrders | HYBRID | 7am - 4pm M-F

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.

Aurora, IL | HYBRID 

Schedule: 7am - 4pm Monday - Friday

Customer Support Specialist eOrders 

Sonova USA Inc. is seeking an Customer Support Specialist -eOrders who will act as a liaison between our Customer Support Department and the customer to ensure orders are accurate and ready for processing. This role will require speaking with Hearing Healthcare Provider directly regarding order requirements and take necessary actions needed to correct order or reroute in efficient and accurate manner. This role works closely with the Order Entry Specialist, Customer Support Specialist, Sales, and Finance. 

Responsibilities:  

• Provide order resolution support to our Customer Success Team 

•  Proactively contact customers on orders that cannot be processed due to missing information, incompatible product selections, discontinued product, pricing or promotional discrepancies, PO, or authorization inconsistencies, etc. 

•  Responsible for correcting orders in system and releasing to production for processing 

•  Responsible for coordinating customer order confirmations 

•  Responsible for maintaining working knowledge of complex product portfolio, provider ordering guidelines and protocols required to follow for authorizing third party referral networks and state/government agencies 

•  Maintain confidentiality of patient health information and adhere to HIPAA guidelines  

•  Collaborate with internal sources for assistance or exception requests 

•  Work with a sense of advocacy and urgency to ensure customers’ orders are corrected in timely manner 

•  Deliver a high-quality customer experience 

•  Ability to consistently meet performance goals and KPIs established for the position  

•   Other duties as assigned by leadership   

More about you:  

• 2+ years of customer service experience 

• Order Management experience 

• Driven, self-motivated, and results oriented 

• Strong organizational and time management  

• Excellent problem resolution 

• Strong attention to detail 

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 mailto:wholesale.HR@sonova.com  

 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 

• 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 (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 (compensation range depends on years of experience and location). This role is also bonus/commission 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.