Customer Success Assoc. at Demant

The Customer Success Associate serves as the liaison between the customer and operations. This associate acts as the point person for new, service, and return orders requiring customer outreach to obtain additional information. The Customer Success Associate will collaborate with the Sales Teams and Operations to ensure the highest level of customer satisfaction in accordance with the company’s mission, core values, behaviors, and objectives.

• Performs outbound calls to address BTE, ITE or Mold orders that are new, service and return for credit that are on hold or are kicked out for missing information.
• Monitor kickout orders and take proactive steps to handle complaints and questions about incoming new, service, and return orders in collaboration with the operations, sales, and customer experience teams.
• Perform email follow up to customers regarding new, service and returned purchases that have incorrect or incomplete data.
• Engages with customers to educate them on our processes and guidelines related to order processing to set reasonable expectations.
• Develop relationships with customers and regional sales teams to be the primary contact for internal order questions.
• Performs L&D reversals and processes Property of Oticon orders.
• Processes Lost By Oticon orders and logs and tracks ARCs as a result of customer complaints.
• Builds relationships with customers over the phone and collaborates with the sales teams to provide a positive customer experience.
• May perform miscellaneous tasks/projects as directed by manager.

• Must possess the ability to do each essential duty effectively.   
• Must have either a GED or a high school diploma.
• Must be polite and professional with strong interpersonal, written, and spoken communication skills to be able to assist customers with the highest level of professionalism. Be able to work alone as well as collaboratively with the team.
• Must demonstrate strong analytical, organizational, and time management skills, multitasking capabilities, resilience under pressure in a fast-paced setting, and consistent delivery of outputs. Customer service experience and hearing equipment knowledge are beneficial.
• Proficiency in typing and computer skills are required.

Company Values

We Create Trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

We are Team Players – We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

We Create Innovative Solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

We Apply a Can-do attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

What we have to offer:
Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts

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.

The pay range for this position is expected to be between $18 to $22.60 per hour; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

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