Customer Support Specialist | 10 : 30am - 7pm (Aurora (IL), United States)

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

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 :

o Additional supplemental life / ad&d coverage available

o STD LTD Buy-ups available

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.