Job Description
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 | Monday -Friday 10:30am-7:00pm CST
PCR Specialist
The PCR Specialist will act as a liaison between our Customer Support Department at AODC and the customer to address inquiries, concerns, and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses. These communications can be related to new orders, web placed orders, email/fax based order, or repairs that have questions. This role works closely with the Order Entry Specialist, Customer Support Specialist, Sales, and Finance.
Responsibilities:
- Outbound contact to 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.
- Efficiently manage and resolve incoming queue calls and all subsequent inquiries and tasks stemming from these calls
- Responsible for correcting orders in system and releasing to production for fulfillment.
- 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
- Basic knowledge of Sonova custom modeling software (RSM)
- Maintain confidentiality of patient health information and adhere to HIPAA guidelines
- Collaborate with internal sources for assistance or exception requests
- Ability to consistently meet performance goals and KPIs established for the position
- Assist in projects associated with AODC Customer Support
- Other duties as assigned by leadership
More about you:
- Minimum 2-year experience B2B customer service environment or relevant work experience
- Strong proficiency with computer, Microsoft Applications, and web interface
- 2 years ERP experience
- SalesForce experience is a plus
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: $20-26 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.
Job Tags
Holiday work, Full time, Temporary work, Work experience placement, Remote job, Flexible hours, Monday to Friday,