Customer Support Specialist at Sonova, providing customer service and support. Handling inquiries, resolving issues, and maintaining customer records in a dynamic environment.
About the role
- Customer Services Specialist providing global business support for Pharma, Health & Durables division. Ensuring process efficiency and compliance within international teams based in Porto, Portugal.
Responsibilities
- Ensuring efficient process organization within business support functions defined areas (e.g. SAP, Master Data, Business Warehouse, Salesforce)
- Global alignment with business support functions in kpA, kpAsia and kpE to ensure common defined standards e.g. Customer Master Data, service processes, OTIF- and OTIF root cause analysis and other reports
- Ensuring the implementation of all compliance guidelines and approval processes, as well as compliance with legal requirements and the management system requirements for quality, environment, hygiene, occupational safety and energy
- Observation and assurance of defined key figures, including review and implementation of suitable KPIs as well as preparation of monthly reports for the Manager CS EMEA/Asia and CS management team
- Governance and support the Team Leads with customer admin tasks and updates
- Governance with Responsible Process Lead on defined SOPs and support the Global Customer Service Team by harmonizing working methods within Customer Service organization
- Coordinate with cross-functional teams to ensure smooth operations and accurate central Customer Master Data set-up and maintenance
- Lead and support defined projects/initiatives
- Situation-related support for day-to-day business
Requirements
- Completed training in commercial and/or Business administration
- First experience in Customer Service and support functions (1-3 years)
- Very strong experience in “order-to-cash” management and related digital service processes
- In-depth knowledge of SAP SD, Business Warehouse, Salesforce, Power BI
- Very good MS Office knowledge, especially Excel
- Fluent written and spoken English skills mandatory, Spanish, German and Mandarin would be an advantage
- Experience in process support and reporting
- High service mentality, strong (internal) customer orientation, organizing abilities, problem-solving orientation
- Ability to efficiently interface and collaborate with other support functions and departments
- Strong Analytical and Presentation skills
- High communication skills with intercultural understanding
- Comprehensive understanding of Material, Customer and Vendor Business Rules and workflows within SAP, Salesforce and other IT-applications
Benefits
- Professional development opportunities
- Diversity, Equity and Inclusion efforts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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