Sales Support Specialist (HYBRID)

Hybrid | Aurora, IL | United States 

Sales Support Specialist

Schedule: 7am to 3:30pm

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.

The Sales Support Specialist for National Accounts serves as the primary point of contact for key clients, including Buying Groups, Managed Care, TPRN, Medicaid, and Vocational Rehabilitation organizations. This tactical position emphasizes accurate order placement and providing exceptional, white-glove customer service. The role involves developing, implementing, and evaluating business processes tailored to specific customer needs or contractual obligations. Key responsibilities include daily sales support, account maintenance, pricing and billing management, resolving discrepancies, sales order management, and reporting. Internally, this position collaborates closely with Managed Care leaders, Buying Group Management, Account Maintenance, Sales Operations, Customer Service Operations, Finance, and eCommerce to ensure customer satisfaction with Sonova's services.

More about the role:

• Foster strong relationships and rapport with National Accounts customers, addressing challenges with a concierge-like approach.
• Monitor sales performance indicators to meet channel sales objectives.
• Demonstrate expert knowledge of Sonova’s ERP and CRM systems, ensuring comprehensive support for National Accounts.
• Develop sustainable business processes for large group accounts, including account setup, pricing maintenance, sales order placement (EDI/API/Manual), backorder management, invoicing, reporting, and self-service support via eCommerce.
• Collaborate with NAM’s TPRN/Managed Care/Medicaid/Voc leaders to investigate and resolve escalated operational issues, identify trends, and ensure timely and satisfactory resolutions.
• Act as a liaison with internal teams, such as customer service and order entry, to communicate special processes and ensure adherence.
• Conduct biweekly or monthly touchpoint meetings with National
• Accounts to ensure the delivery of high-quality operational services.
• Create and maintain work instructions and resource materials as needed.
• Handle incoming calls and cases in the Sonova National Accounts Queue.
• Perform other duties as assigned.

More about you:

• Experience in Inside Sales, Account Management, and/or high-level Customer Service
• Understanding of Sonova customer service processes
• 2 years of SAP experience
• Proven ability to proactively and independently solve problems
• Detail-oriented with excellent organizational and time management skills
• Strong MS Office and CRM experience

At Sonova, we are committed to innovation, customer focus, and excellence. We value teamwork, integrity, and a dedication to improving the quality of life for our customers. As a member of our team, you’ll be part of a collaborative environment that encourages growth and celebrates success. 

This role also offers the opportunity to grow within Sonova, with potential paths into higher-level customer service, sales, or account management positions. We invest in our employees' professional development and provide access to training programs and career advancement resources.

As a Sales Support Specialist, your contributions will be vital in ensuring the seamless operation of our National Accounts. Your expertise and dedication will directly impact customer satisfaction and loyalty, making a significant difference in our customers’ experiences with Sonova.

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

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

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

 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, 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.

Pay Range: $20-$26 an hour

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.