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Commercial Customer Support Specialist- Consumer

210000A9 Requisition #

Commercial Customer Support Specialist- Consumer

Based in Marlow, UK


We offer a unique opportunity within a global market leader within audio industry. We are looking for a Commercial Customer Support Specialist to join our Customer Service Team within the Consumer Division.


We are currently going through some extensive and very exciting organisational changes. In mid-February, we announced that we are looking for a partner for our Consumer business with the aim of concentrating our own efforts on the three business units in the Pro business. In May, just two months later, we have found a partner in Sonova, a global provider of medical hearing solutions headquartered in Switzerland . And we couldn't have asked for better. A partner who not only shares our passion for audio and a commitment to the highest product quality, but also very similar corporate values. This is an excellent foundation for a successful future together. You can learn more by reading the Message from Andreas and Daniel Sennheiser


And this is where you come in. For all the Sennheiser employees who will be working for Sonova in the future, a transfer to Sonova, an internationally active and broadly positioned company, will open up exciting perspectives for the future. You will have a considerable influence on the way we work in our Customer Service department.

Ensuring that everything starts and ends with the customer.

As the newest member of our Customer Service Team, you will be the first point of contact and interface between the Customer and all relevant internal departments at Sennheiser. You will encompass the customers’ needs by providing and delivering a professional, high quality service, and offering assistance before, during and after the customers’ requirements are met. You will increase customer satisfaction and retention by providing dealers and colleagues with accurate, consistent, timely, and meaningful information.


Your duties will include building rapport and collaborative relationships with customers, enter orders accurately, apply discounts after proper approvals, provide pricing, inform customers of backorders with estimated ship dates, attending product trainings, and maintaining organized customer files. The role requires maintaining an excellent level of customer focus, quick thinking solutions and ability to prioritize according to various needs as they arise.


As the Commercial Customer Support Specialist, you will be a member of a European cross-border and cross-functional team and your culture and language skills will be the ambassadors of our corporate culture principles. You will be based in our UK office, and you will provide a backup for our offices within the UK & Nordic and potentially EMEA Region.


Your daily tasks will include:


  • Developing maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services
  • Applying knowledge of company products/services to efficiently process customer information and respond to inquiries, concerns and complaints in a diplomatic manner
  • Ensuring orders are entered and moved through the system to shipping accurately and promptly
  • Applying correct prices and discounts after seeking or receiving proper approvals
  • Support global key accounts and accounts with special requirements
  • Increasing sales by upselling or cross selling where appropriate
  • Remaining current on product information and product updates through available resources
  • Analyzing customer accounts and promptly make corrections and/or modifications to files
  • Maintaining  updated, organized files on all assigned customers to include sales orders
  • Contacting customers to obtain missing information or data to ensure an accurate customer database
  • Assisting other co-workers in the department as needed
  • Supporting with achievement of relevant KPI targets.
  • Providing repair service customer support
  • Improving global customer master data consistency and support standardized workflows for maintenance required for further progression of dependent tools and meaningful reporting

As our new colleague you are flexible, have the ability to adapt to fast pace changing environment, support organizational change and your attitude is one of your most important assets. As a member of our Customer Service team, we would imagine you are a motivated and results focused individual with attention to detail, problem solving mindset and strong analytical and troubleshooting skills. You are a team player and at the same time a self-starter able to work individually and quickly learn company systems and tools. In line with our Culture Principles, the customer needs to be in the heart of your decision making and we imagine you have a high level of customer service, and are strong on Relationship Building by recognizing cultural differences.

Job Requirements

  • Bachelor’s Degree preferred, or equivalent combination of education and related experience
  • 1-3 years Customer Service experience
  • Strong PC Skills in MS Office, JD Edwards (preferred)
  • Superior customer service attitude; able to handle difficult customers with diplomacy and tact
  • Excellent communication (oral and written) skills and excellent phone skills
  • Fluent in English (in writing and speaking) and the knowlege of French, German or Italian would be an advantage
  • Excellent interpersonal skills
  • Strong, accurate data entry skills
  • Good organizational skills with excellent follow-through
  • Previous experience with export documentation
  • Moderate product knowledge in Consumer products would be a benefit
  • Understanding and experience in customer specific portals related to order process, logistics and delivery booking | slots
  • Understanding of box moving business

What do we offer:

  • a great multinational and multicultural team
  • diverse tasks and independent work
  • a modern and varied work environment in a family company
  • the option of flexible/ mobile work for a good work-life balance
  • attractive benefits package
  • employee discounts (e.g. personnel purchase)

Interested? Please apply via our website. Want to learn more about this opportunity? Feel free to reach out to UK-Nordic-HR@sennheiser.com   

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