Manager, Order Resolution

Manager, Order Resolution

Aurora, IL | ON SITE | M-F 8am-5pm

The Manager leads a team responsible for turning incomplete or inaccurate orders into accurate, fulfillment-ready orders. This role ensures speed, quality, and a strong customer experience by driving order accuracy, reducing defects, and solving complex issues through critical thinking, data-driven insights, and close cross-functional partnership.

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

More about you :

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.

Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you!