Custom Product Advisor

GN Group•Shakopee, MN

22h•Onsite

About The Position

To be a liaison between manufacturing and the customer to improve customer satisfaction by evaluating and interpreting the order and making the appropriate manufacturing recommendations based on customer requirements and manufacturing capabilities. This role provides Custom Product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product lines. The advisor will establish and maintain customer profiles to ensure account-specific standard requests are met, including onboarding new customers. They will provide pro-active customer engagement on clinical and non-clinical issues, regional support to the Sales team, and interact with various internal teams (Order Entry, Audio Design, Customer Care, Technical Support, Manufacturing, Engineering, and Sales) to improve product quality and customer satisfaction. The role involves monitoring customer orders, documenting customer comments in Navision and Salesforce.com, and performing other duties as requested.

Requirements

Ability to perform audiometric evaluation in the determination of appropriate product selection
Amplification considerations for various audiograms
Knowledge of GNR product features – what are they, how do they work, when are they appropriate and at what level
Assist customers in appropriate patient counseling on realistic expectations
Strong communication skills, ability to troubleshoot and problem solve
Very comfortable with PC operation
Able to shift and cover a multitude of tasks
Team-oriented
Sales-oriented
Phone-Pro
Excellent verbal and written communication skills
Extensive knowledge of hearing instrument fit, form & function
Extensive experience with complete manufacturing process
Knowledge of Navision and Salesforce.com
PC Skills, Microsoft Excel & Word
High School Diploma
3 years of experience in Customer Care, Technical Support, or Manufacturing working directly with hearing instruments
Knowledge of Navision system and operations personnel and order flow

Responsibilities

Custom Product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product lines
Establish and maintain customer profiles to ensure account-specific standard requests are met; including On Boarding of new customers.
Provide pro-active customer engagement on clinical and non-clinical issues
Provide Regional support to Sales team
Interact with Order Entry, Audio Design, Customer Care, Technical Support, Manufacturing, Engineering, and Sales teams to improve quality of products and customer satisfaction
Monitor customer orders for specific customers as necessary to support Sales efforts
Document necessary customer comments in Navision and Salesforce.com to ensure customer expectation are understood
Perform other duties as requested and / or as needed to fulfill the purpose of the position
Other duties as assigned.