DESCRIPTION

Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology.
As an Onboarding Customer Representative you will be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed. This support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. You will handle, change and incident requests coming from internal and external users of our Scanner and CAD/ CAM services.

SKILLS, KNOWLEDGE & EXPERTISE

• 1-3 years front line customer service and/or software-hardware help desk role
• Strong Customer Service and organizational skills
• Experience working in a team environment
• Excellent written and verbal communication skills in English and Spanish.
• Experience with Salesforce.com and/or SAP is consider as a plus.

DISCOVER ALIGN:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?

KEY RESPONSIBILITIES

• Work with customer via ticket, phone or e-mail about new scanner installation/registration, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions software inquiry/ navigation assistance, basic software or hardware failure identification, call back requests and others.
• Be the focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate.
• Manage and monitor customer accounts.
• Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation.
• Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
• Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.
• Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
• Assist internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
• Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
• Conduct Admin related tasks whenever necessary.
• Perform other duties as assigned.

At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

• Health and well-being programs to keep you thriving in both body and mind.
• Employee-exclusive discounts on Invisalign products.
• Learning opportunities through online learning resources and support for your individual development plans.
• Inclusive, global workplace that fosters collaboration, recognition and belonging