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Sonova Group · 1 day ago

Manager, Order Resolution

Aurora, IL

Full-time

Hybrid

Mid, Senior Level

$88K/yr - $108K/yr

3+ years exp

Sonova Group is focused on providing exceptional customer experiences, and they are seeking a Manager for their Order Resolution team. This role involves leading a team to ensure accurate order fulfillment, drive improvements in order accuracy, and enhance customer satisfaction through effective problem-solving and collaboration.

Medical Device

H1B Sponsor Likely

Responsibilities

Lead the Order Resolution team and ensure orders are corrected accurately and ready for fulfillment

Coach the team on critical thinking, efficient problem-solving, and customer-focused communication

Oversee daily workflow, queue management, and service level performance

Resolve complex order discrepancies and support escalations with speed and clarity

Identify trends, eliminate defects, and lead continuous improvement efforts to simplify processes and reduce customer effort

Partner with Operations and Customer Success to ensure seamless handoffs

Use performance data to guide workflow adjustments, improve accuracy, and optimize capacity

Qualification

Management experienceCustomer experienceProblem analysisERP proficiencyCRM proficiencyData analysisPlanning skillsCommunication skillsOrganizational skills

Required

High school diploma or equivalent work experience required; Bachelor's Degree preferred

3 years of management experience

3–5 years' experience in a customer experience or order management environment

Experience handling escalations and working with ambiguous or incomplete information

Strong problem analysis and resolution skills

Excellent written and verbal communication, organizational, and planning skills

Proficiency 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

Preferred

Bachelor's Degree

Benefits

Medical, dental and vision coverage

Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts

TeleHealth options

401k plan with company match

Company paid life/ad&d insurance

Short/Long-Term Disability coverage (STD/LTD)

PTO, floating Diversity Day & paid holidays

Paid parental bonding leave

Employee Assistance Program (24/7 mental health support hotline)

Robust Internal Career Growth opportunities

Tuition reimbursement

Hearing aid discount for employees and family

Internal social recognition platform

Plan rules/offerings dependent upon group Company/location.

Company

Sonova Group

Glassdoor3.7

Around 25% of the world’s population is living with hearing loss.

Founded in 1947

Stäfa, CH

10001+ employees

http://www.sonova.com

H1B Sponsorship

Sonova Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (3)

2023 (1)

2022 (3)

2020 (1)