Oticon's People First philosophy is more than a mission statement. It is a way of thinking and doing business that stems from the company's historical roots and has made Oticon a leader in the hearing industry. We hire people who share our commitment to putting the needs of people with hearing loss first. The exceptional quality of our workforce has enabled Oticon to bring many technology and audio logical "firsts" to market and to continue to meet the needs of hearing care professionals and the people with hearing loss that they serve. We provide an environment that enables our multi-disciplinary teams to continue to learn, find new ways to do things better and bring new solutions, features and professional support to market.
Oticon is looking for a Customer Success Associate to be part of a dynamic member of the company that serves as liaison between the customer and operations. This associate acts as the point person for challenging orders, service issues and difficult custom requests from our customers. The Customer Success Specialist will rely on his/her extensive experience and judgment to review custom product orders in conjunction with the Technical Support Audiologist, Production Technicians and the Custom Product Specialist for quality issues to ensure the highest level of customer satisfaction in accordance with the company’s mission, quality policy, and objectives.
The Customer Success Associate is responsible for:
• Will monitor orders and proactively work with the customer, account managers, and operations team to resolve any potential problems.
• Understand customer preferences and work with production to automate/build learnings into systems, thereby improving workflow and increase customer satisfaction.
• Customer Communication when necessary on new product and service orders.
• Clarifying any uncertain information or comments on an order form or paperwork received by our operations team.
• Proactively engaging our customers to familiarize them with our process and systems to create reasonable expectations.
• Reviews new hearing aid and mold orders, repairs, remakes, for persistent QA issues.
• Collaborating with other departments to identify trends as well as potential improvements to systems, workflows or training.
May perform miscellaneous tasks/projects as directed by manager.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The qualified individual will have a minimum high school diploma or GED completed. The individual will have a pleasant, friendly and professional manner, have excellent oral, written and inter-personal communication skills, and the ability to work independently or as part of a team. The individual shows initiative has strong organization skills, can handle a fast-paced work environment, stress and pressure and be able to perform and deliver results consistently. Customer service and hearing instrument production skills are a plus. Strong technical and computer skills are required.
The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.