Manager, Order Resolution at Sonova USA, Inc.

.buttontext751ae33fdea31b8b a{ border: 1px solid transparent; } .buttontext751ae33fdea31b8b a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Who we areAt Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. Aurora (IL), United States#job-location.job-location-inline {display: inline;} Manager, Order Resolution Manager, Order Resolution Aurora, IL | ON SITE | M-F 8am-5pmThe Manager leads a team responsible for turning incomplete or inaccurate orders into accurate, fulfillment-ready orders. This role ensures speed, quality, and a strong customer experience by driving order accuracy, reducing defects, and solving complex issues through critical thinking, data-driven insights, and close cross-functional partnership.Responsibilities:Lead the Order Resolution team and ensure orders are corrected accurately and ready for fulfillmentCoach the team on critical thinking, efficient problem-solving, and customer-focused communicationOversee daily workflow, queue management, and service level performanceResolve complex order discrepancies and support escalations with speed and clarityIdentify trends, eliminate defects, and lead continuous improvement efforts to simplify processes and reduce customer effortPartner with Operations and Customer Success to ensure seamless handoffsUse performance data to guide workflow adjustments, improve accuracy, and optimize capacityMore about you:High school diploma or equivalent work experience required; Bachelor's Degree preferred3 years of management experience3-5 years' experience in a customer experience or order management environmentExperience handling escalations and working with ambiguous or incomplete informationStrong problem analysis and resolution skillsExcellent written and verbal communication, organizational, and planning skillsProficiency with ERP, CRM, and Call Center telephony systems; Excel for data analysis; Work Force Management and web order tools.A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.Don't meet all the criteria? If you're willing to go all in and learn, we'd love to hear from you!We are looking forward to receiving your application via our online job application platform.For this position only direct applications will be considered.Sonova does not recruit via app, telegram, carrier pigeon, or any other format that does not include speaking with an actual human.If you are offered a job without speaking with someone, please contact [email protected] What we offer:Medical, dental and vision coverage*Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care AccountsTeleHealth options401k plan with company match*Company paid life/ad&d insuranceShort/Long-Term Disability coverage (STD/LTD)PTO, floating Diversity Day & paid holidays*Paid parental bonding leaveEmployee Assistance Program (24/7 mental health support hotline)Robust Internal Career Growth opportunitiesTuition reimbursementHearing aid discount for employees and familyInternal social recognition platform*Plan rules/offerings dependent upon group Company/location.This role's pay range is between 88K to 108K annually. This role is also bonus eligible. How we work:At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives. .buttontext0cddc13d8cae68f9 a{ border: 1px solid transparent; } .buttontext0cddc13d8cae68f9 a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Sonova is an equal opportunity employer.We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status. 160783