Job Description

PCR Specialist

Aurora, IL – Onsite (10:30 AM – 7:00 PM)

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.

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

More about you:

• 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

• Experience with SAP and Salesforce preferred

• Bilingual Spanish is a plus

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 wholesale HR@sonova.com Sonova Human Resources

What we offer:
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
*Plan rules/offerings dependent upon group Company/location.

This role's pay range is between: $20.00 – $25.00 per hour. 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 while supporting a strong in-office team environment.