iTero Business Operations Specialist

Align Technology; Wrocław; On-site; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Private healthcare Luxmed

Multisport card

Private insurance

Meal vouchers

Co-financing of company products

Employee Support Program

Job summary

Align Technology Poland is seeking an iTero Business Operations Specialist to ensure daily operations across EMEA run smoothly, with a focus on order entry, contract verification, and service order management. You will influence service levels and customer satisfaction by maintaining accurate master data and driving workflow improvements.

The role requires knowledge of ERP/CRM systems, advanced Excel and Power BI, and strong English communication.

Qualifications

• BA preferred or high school diploma with two to four years related experience and/or training or equivalent combination of education and experience.
• Fluent English is important; other European languages are a plus.
• Two to four years of related experience in operations or customer support roles; or equivalent combination of education and practical experience.

Responsibilities

• Ensure customer and distributor orders are processed effectively and to SLAs.
• Order backlog management and verification of purchase contracts and orders.
• Enter sales orders in SAP and other systems for new products, RMAs, and ongoing services.
• Coordinate returns and replacements with internal stakeholders (Logistics, Customer Service, Sales).
• Provide reports and data to internal stakeholders; support training for processes.

Skills

Excel

Power BI

Salesforce

SAP

CRM systems

Education

BA preferred or high school diploma with two to four years related experience and/or training or equivalent combination of education and experience

Tools

Salesforce

Apttus

SAP

Job description

Department: Operations

Location: EMEA-Poland

The iTero Business Operations Specialist is critical for the successful day to day operation of the iTero business across EMEA. By ensuring operational workflows are followed and performed within SLAs, they ensure we continually drive a high NPS, and deliver products and services effectively. They have a detailed understanding of the commercial offerings and business processes to ensure operational accuracy. The iTero Business Operations team also provides workflow solutions to ensure we continue to drive a high level of service as the commercial business evolves.

General duties include purchase contract verification, order entry, services order management, returns sales orders and coordination, credit request handling and customer master data. As a specialist, focuses on assigned areas of pre-sale and sale or post sale related tasks. Develops and implements concepts and techniques supporting daily operations. Serve as a subject matter expert for team members and key contact for cooperating functions.

Key Responsibilities

• Ensure customer and distributor orders are processed effectively and processed to SLAs.
• Order backlog management.
• Verification of purchase contracts and purchase orders.
• Escalate to and work with appropriate sales or support teams across EMEA to ensure required to process orders are completed.
• Entering sales orders in SAP and other systems for new products if required, RMAs and ongoing services.
• Order management of recurring services such as subscriptions.
• Have a detailed knowledge of the commercial offerings (pricing, promotions, programs), as well as business processes.
• Respond to internal inquiries from sales and support teams (tickets, phone, emails).
• Management of the iTero credit and rebill process.
• Management and coordination of the commercial product returns and replacements process with internal stakeholders (e.g. Logistics, Customer Service, Sales, Management).
• Ensuring customer master data for iTero customers is accurate in CRM and ERP systems.
• Ensuring iTero commercial programs are operationalized and supported throughout the life of the program.
• Provide reports and data as required to internal stakeholders.
• Provide guidance and training to internal stakeholders as the business processes to ensure consistency and effectiveness.
• Create and implement workflow solutions for continual improvements initiatives, market expansion, and other projects. This involves working with, and training appropriate stakeholders across the business to implement the most optimal solution.
• Ensure departmental SOPs and WIs are up to date and adhered to.
• Comply with all safety policies, practices and procedures.
• Report all unsafe activities to superior and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.
• Other duties may be assigned.

Skills, Knowledge & Expertise

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Having knowledge related to cloud based technology such as Sales Force, Apttus and SAP, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.

ACADEMIC BACKGROUND

BA preferred or high school diploma with two to four years related experience and/or training or equivalent combination of education and experience.

Required Experience

Two to four years of related experience and/or training; or equivalent combination of education and practical experience in operations and/or customer supporting roles; or equivalent combination of education and experience in comparable role.

LANGUAGES

Ability to communicate via written and verbal communication via tickets, emails, phone.

Fluent English is important. Any other European language is a plus.

Skills /Competencies

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to interpret purchase orders and purchase contracts.

Proficient personal computer skills including e-mail, ticket, record keeping, routine database activity, word processing, spreadsheet, graphics. Advanced Excel and Power BI skills preferred.

Experience using salesforce.com, SAP (or similar ERP and CRM systems)

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage. Prepare, draw and interpret bar graphs.

Ability to define problems, collect data, establish facts and draw valid conclusions.

Detail oriented, driven, organized, focused. Be able to prioritize. System thinker, analytical.

WORK ENVIRONMENT DEMANDS

Work with computer, screen over 4 h.

Constant readiness to answer.

Regular – Monday to Saturday - Equivalent Working Time System - 7:00 – 12:00 (2 flexible period 7:00-10:00 or 10:00 -12:00)

Job Benefits

• Private healthcare Luxmed,
• Multisport card,
• Private insurance,
• Meal vouchers,
• Co-financing of company products,
• Employee Support Program.

Additionally, the position is eligible for a performance bonus.

The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers

We encourage all candidates to review this document before moving forward in the recruitment process.

Align Technology (Poland).pdf

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.