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.

About the role

As a Customer Experience Specialist, you act as a key interface between customers, sales, and internal stakeholders. You guide customers throughout the pre-sales and order management journey and ensure a seamless and high-quality customer experience. You will collaborate closely with international teams (e.g., Germany) and leverage modern tools and systems to handle customer inquiries efficiently while continuously improving processes.

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

Responsibilities

• Manage and support customers and internal stakeholders throughout the entire customer journey
• Handle customer inquiries via phone, email, and MS Teams
• Execute order management processes including quotation, order processing, invoicing, returns, backorders, and credits
• Analyze and resolve customer inquiries related to orders, deliveries, and invoices
• Ensure completeness and accuracy of customer orders by clarifying missing information and payment status
• Document all customer interactions in CRM systems
• Support sales teams with quotations and customer communication
• Collaborate closely with Finance regarding invoicing, refunds, and issue resolution
• Contribute to continuous improvement of customer service and operational processes
• Provide first-level support for basic technical inquiries and customer complaints

Requirements

• Associate degree or 2-4 years of inside sales or customer service experience
• Attention to detail with a commitment to achieving results through service excellence and high standards
• Excellent written and verbal communication
• Excellent problem resolution skills
• Bilingual applicants are encouraged
• Proficiency in MS Office Suite (Outlook, Excel, Word, PowerPoint)
• ERP experience preferred
• Clear, concise, and articulate written and spoken communication
• Strong interpersonal and rapport-building skills
• Ability to communicate with all levels within the organization
• Ability to work cooperatively as a member of a team
• Demonstrated ability to discern issues and concerns of customers (internal and external)
• Ability to remain calm and focused while communicating in a fast-paced environment
• Problem-solving skills
• Listening and phone skills
• ERP/CRM system experience

Work Environment

• Dedicated workspace free of distraction for focused work
• Private workspace due to HIPAA requirements and sensitive customer information
• Domestic and international travel may be required on occasion