Open Order Specialist

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, we through our core business brands Phonak, Unitron, Connect Hearing, and Advanced Bionics develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Our talented and committed employees all over the world know they contribute to something greater than themselves they create sense.

The Way We Work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done.

We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes.

By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work.

Sonova has chosen a HYBRID WORK MODEL - Customized by team that keeps our employees motivated and engaged.

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people : to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds.

In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

• We Care We care for our employees, customers and consumers, as well as our shareholders and society.
• We drive innovation We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
• We strive for excellence We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
• We take accountability We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
• We build the best teams We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Aurora, IL

Open Order Specialist

Purpose of role : Sonova USA is seeking an Open Order Specialist who will support commercial open order, nation account and escalation team.

Our Offer to You :

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• Sonova’s outstanding opportunities and career growth

Main Tasks and Responsibilities :

• Continual daily review and monitoring of open customer sales orders current and past due to various technical and process related gaps, issues, and inconsistencies that impact customer requirements
• Work cross-functionally on challenges such as inventory availability, shipping requirements and any other special handling of customer sales orders
• Monitor and manage list of orders eligible for delivery to ensure deliveries occur
• Review and manage short ship instances via system reports directly with the end customer and support existing customer support team with issue mitigating challenges
• Works in conjunction with the Production and Transportation teams, as well as fulfilment partners for past due and current sales orders pending shipment
• Continuous collaboration with Production and Transportation teams to ensure product availability within company guidelines for customer required dates of shipment
• Recognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships.
• Apply critical thinking and advanced problem-solving skills in assessing inventory availability via system logic for confirmed and unconfirmed product to specific sales orders
• Ability to switch between various fulfilment methods ., stocked inventory, 3rd party distribution center, cross-dock and drop-ship order and fulfilment processes
• Handling of effective communication between internal teams and end-customers throughout the lifecycle of an order
• Accurately determining various errors that are either systemic and / or non-systemic from order entry to shipment fulfilment to invoicing matters such as but not limited to;

incompletes, iDocs, order blocks and master data irregularities

• Initiate account master updates in various including but not limited to; customer contacts, fulfilment variations such OTTR (On Time to Required), short ship with back-order and short ship with back-orders cancelled
• Work with multiple internal departments to resolve issues while identifying root cause and propose recommended solution(s) to the leadership team
• Recommend changes / improvements / enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility.

Closely monitor such changes to ensure the desired result is achieved

• Extract, interpret and analyze open order reports in a concise and clear manner to present and discuss during leadership meetings
• Identify patterns and trends on challenges being faced with sales order not advancing to fulfilment stages
• Utilize all available resources to ensure accurate communication to customer
• Maintain consistent documentation record of order information and notes in SAP and CRM
• Update system to reflect order, product, and date changes
• Acknowledge, research, and resolve customer requests in a timely and complete manner
• Maintain updated documentation for all assigned customers’ requirements
• Escalate ongoing / significant issues impacting order fulfillment with appropriate urgency
• Support Supervisors with training needs and monitoring of sales order volume
• Assists and supports Regional Customer Support Specialists, in troubleshooting orders that escalate. Responds to customer inquiries and accomplishes problem solving in a professional and effective fashion.

Acts as a resource in resolving customer issues by utilizing excellent process knowledge and strong communication skills

• Provide support on company projects with intention of becoming the subject matter expert
• Work with team members on ad-hoc issues, escalation, and be the appointed super user
• Support department as required during absences or increased workload periods.
• All other duties as assigned

Education and Skillset :

• High school diploma or equivalent, bachelor’s degree preferred
• Minimum 8 years customer service / order management environment or relevant work experience
• Knowledge and expertinse of Production, Distribution and Transportation
• Driven, self motivated, and results oriented
• Passionate about servicing customers
• Excellent proactive interpersonal, written, verbal communication and team skills
• Proven ability to manage and motivate employees
• Problem analysis and resolution skills
• Strong written / verbal communication, organizational, and planning skills
• Demonstrated ability to adjust priorities and mange time in a fast-paced environment
• Excellent computer skills
• Expert with Microsoft Applications, and web interface
• SAP, BI and or equivalent systems

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!