PCR Specialist

Sonova AG • Aurora, IL

1d • Onsite

About The Position

The PCR Specialist acts as a key liaison between the Customer Support team and customers, ensuring inquiries, concerns, and order-related issues are handled efficiently and professionally. This role plays a critical part in delivering a seamless customer experience by resolving order discrepancies and supporting internal teams across sales, finance, and operations.

Requirements

• High school diploma or equivalent required
• 2+ years of experience in a B2B customer service or similar environment
• Strong problem-solving and attention to detail
• Excellent communication and customer service skills
• Ability to manage multiple tasks and prioritize effectively
• Strong data entry and organizational skills
• Proficiency with Microsoft Office and web-based systems

Nice To Haves

• Experience with SAP and Salesforce preferred
• Bilingual Spanish is a plus

Responsibilities

• Contact customers regarding orders that cannot be processed due to missing or incorrect information
• Resolve issues related to product compatibility, pricing discrepancies, promotions, and authorizations
• Manage inbound calls and follow-up activities related to customer inquiries
• Correct and process orders in the system and release them for production
• Maintain knowledge of product portfolio, ordering guidelines, and compliance requirements
• Support third-party referral and government authorization processes
• Collaborate with internal teams including Order Entry, Customer Support, Sales, and Finance
• Maintain confidentiality of patient information in compliance with HIPAA guidelines
• Meet performance metrics and KPIs established for the role
• Assist with customer support projects and additional tasks as assigned

Benefits

• Medical, dental and vision coverage
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match
• Company paid life/ad&d insurance
• Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
• STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays
• Paid parental bonding leave
• Employee Assistance Program
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees