Senior Customer Experience Associate

Why join us? 

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.  
 

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed. 

As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ lives. 

This position is with Rehadapt, a Tobii Dynavox company specializing in innovative mounting solutions for assistive technology. As part of the Tobii Dynavox family, Rehadapt is committed to developing solutions that help people with disabilities achieve greater independence and participation in everyday life.

The Senior Customer Experience Associate serves as a self-sufficient owner of day-to-day Customer Service for Rehadapt’s North American business who can handle quotations, orders, invoicing, returns and escalations, effectively work with other departments, and guide customers and partners through the entire order process. As the first dedicated Customer Service resource in North America for Rehadapt, this role will work closely with Sales, Operations and Finance as well as the Customer Service team in Germany, and will be critical to the continued growth of the North American business. This position plays a vital role in improving response times and the overall customer experience by providing local support in North American working hours and taking issues through to resolution. The Customer Service & Operations Specialist focuses on accurate CRM documentation, continuous process improvement and consistent ways of working with the global Customer Service organization, ensuring that customers and partners receive seamless experience within the Tobii Dynavox group.

Hybrid Role: This position follows a flexible hybrid schedule, with 3 days working remotely and 2 days onsite at our Pittsburgh Corporate Headquarters, with onsite days flexible based on team and business needs.

Office Address: 1400 Cherrington Pkwy, Moon Township, PA 15108

What you'll do:

• Serve as the dedicated point of contact for North American customers and partners, handling inquiries via phone, email and Microsoft Teams during North American working hours

• Prepare quotations and process customer orders accurately and on time

• Support invoicing questions and manage returns, backorders and credits in collaboration with Finance

• Resolve order, delivery and invoice issues independently and follow them through to resolution

• Handle customer complaints and escalate complex cases to Global Customer Service Management as appropriate

• Document customer interactions, orders and cases in the CRM, ensuring data quality and transparency

• Provide first-level support to customers and partners

• Support the Sales team with customer information, quotations and order status updates

• Act as the operational Customer Service interface to Sales, Operations and Finance in the U.S., coordinating quotes, orders, invoices and refunds through to resolution

• Work closely with the Customer Service team in Germany to ensure consistent processes and information flow

• Identify and propose improvements to Customer Service and order management processes, and help align processes with the global Customer Service organization

• Collaborate with Tobii Dynavox teams in North America where relevant
  

What you'll bring:

• Bachelor’s degree or equivalent related experience

• 3 to 5 years experience in Customer Service, Customer Experience, Inside Sales or operations

• Experience in AAC, assistive technology, medical devices or healthcare is a strong plus

• Proven ability to work independently, take ownership of issues and make sound day-to-day decisions without local supervision

• Attention to detail with a commitment to achieving results through service excellence and high standards

• Excellent written and verbal communication skills with customers and across functions, locations and an international organization

• Excellent problem resolution

• Fluent in English languag.
  

Work Environment:

• Hybrid, based in Pittsburgh, PA

• Ability to multi-task and work with interruptions

• Ability to communicate in different settings and with a variety of communication partners

• Ability to work independently without a co-located manager or team, collaborating remotely with colleagues in Germany and North America

• Occasional flexibility in working hours to collaborate with colleagues in Europe

• Travel may be required on occasion (1-2 times per year)
  

Apply today! 

We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we’d love to hear from you.

Where we stand:

We believe diversity not only enriches our workplace culture, but also gives us a strategic advantage. Working with people from a variety of backgrounds and perspectives helps us all become better communicators, better problem solvers, and better human beings. Our differences make us stronger.

Tobii Dynavox values equality of opportunity, human dignity, and racial/ethnic and cultural diversity. Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin.

Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled