Custom Product Advisor
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. It also involves establishing and maintaining customer profiles, providing pro-active customer engagement, and supporting the Sales team with regional support. The advisor will interact with various internal teams to improve product quality and customer satisfaction, monitor customer orders, and document customer comments in Navision and Salesforce.com.
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
Nice To Haves
- 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.
Benefits
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Discounted GN Group products
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
