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Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Valencia (CA), United States
Customer Service Representative
Overview
The Customer Service Support provides remote routine support to customers and supports the customer service team as required.
Responsible for providing pre-sales and post-sales service to patients/customers. Acts as liaison between patient/customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims and assists patients/customers with warranty resolutions. Processes and assists patients/customers with returns and exchanges. Works on behalf of patients/customers to expedite services and repairs.
What you’ll do:
- Provide responsive and reliable customer service and basic technical support & troubleshooting.
- Provide liaison support between customers and coordinate with other departments.
- Process returned materials, including initiation, receipt, expediting and closing RMA’s.
- Use of DataWorks system to process sales orders, shipments, field service contacts, RMA’s, report generation and warranties.
- Provide international customer service at times, and in such event, work a flexible schedule.
- Perform other related duties as assigned, including special projects.
- Maintain a direct relationship with field staff, patients and clinics by traveling (from time to time) Other duties as assigned.
Travelling Requirement: N/A
What you bring to the team:
Education
- High School diploma or equivalent required
Nice to Have
- Degree preferred - business or biology. Customer Service experience in Medical products will be considered in lieu of a degree.
Work Experience
- Medical products and or science background, business related experience or degree, order processing skills.
Nice to Have
- Two to three years’ experience in Customer Service preferably in a medical device manufacturing environment.
Personal Competencies
- Exceptional communicative ability, both in written and oral form. Meet the standard for customer service in representing the product and the company with customers, medical professionals and other department members in the areas of manufacturing sales, field service and accounting.
- Diplomacy and attention to detail in all facets of the position are essential. Must be able to handle difficult situations without compromising the standard of customer service and professionalism.
Social Competencies
- Must be team oriented and able to work in a fast-paced environment. Must foster positive relationships with others.
- Professional phone etiquette a must.
Professional Competencies
- Demonstrate ability to handle multi-tasks, field questions covering diverse areas and facilitate positive responses.
- Must have ability to handle high volume of calls/emails/paperwork.
- Technical/troubleshooting skills required.
Language(s)/ Level
- English/ Proficient
IT Skills
- Computer literate; Windows, MS Excel, MS Word, DataWorks (or equivalent ERP system).
Our offer:
- Exciting and challenging work environment
- Comprehensive benefits package
- Training and development opportunities – we believe every employee deserves a development plan. Come, learn, and grow with us!
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.
We thank all applicants in advance; however only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Senior Manager, Human Resources.
Pay Ranges: $21.50/hr - $28.80/hr
Health Benefits & 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
- Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO & paid holidays*
- Employee Assistance Program
- Plan rules/offerings dependent upon group Company/location.
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