What We Can Offer
Transforming smiles, changing lives
At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.
Ready to join us?
About this opportunity
A Customer Support Officer will be responsible for making the customer's experience the best it can be. The Customer Support Officer often acts as the link between the external and internal customers.
In this role, you will…
Responsible for effective, efficient and prompt response to customer inquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction
Collect, direct the questions, complaints and issues from customers to the relevant departments to get them answered and solved in a timely manner
Be alert to trends in requests and issues reported by customers. Sharing on-the-job work experience with departmental peers and management
Initiate contact with customer to clarify treatment goals or vague instruction
Competent in the use of company systems to support in treatment status and sales follow up
Assist clinical support with the stting up of ClinCheck call review appointment, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc
Assist with SEM query response and Invisalign Insights as needed
Support sales and marketing department in database input with marketing info, client contacts info. Competent in the use of the customer support phone and sales force data systems and the corporate web site
Provide input regarding training needs to customer support’s supervisor of training and quality development; assist with development and presentation of information and training when requested
Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
Participate in activities designed to improve customer satisfaction and business performance
Maintain a basic knowledge in orthodontic/dental concepts and topics
Handle important guests visiting, like: visa, hotel, transportation, tour etc
Conduct and maintain non-VIP daily contact
Support marketing in material preparation
Participate in special projects and/or training when requested
Possess comprehensive knowledge of company processes, procedures and product information/materials
Provide support to audit processes and quality management system as required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
Minimum 5 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
A college degree
Familiarity with Windows software. Ability to learn software applications quickly
OTHER SKILLS AND ABILITIES
Ability to focus attention to detail
Ability to consistently follow through activities and projects to completion
Ability to perform in a fast-paced environment
Ability to act and speak with confidence
Possess a service excellence mindset
Possess a strong customer focused orientation with good interpersonal skills
Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
Sound like a good fit?
Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.