Onboarding Customer Representative

Align Technology, Inc.; Wrocław; On-site; PLN 67,000 - 100,000; 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, Inc. is seeking an Onboarding Customer Representative in Poland to deliver premium customer experience during the processing and delivery of iTero technology.

You will coordinate installation, educate customers about timelines, logistics, and office technical requirements, and drive iTero adoption and utilization. This role handles inquiries via ticket, phone or email, actively monitors scanner usage, reviews regional shipments for scheduling and compliance, and supports

Qualifications

• Bachelor level degree
• 2–4 years’ experience in a similar operational role for a fast growing international company
• Excellent written and verbal communication in English; additional languages are a plus
• Experience with import/export regulations preferred
• Experience with Salesforce.com would be considered a plus

Responsibilities

• Handle scanner installation/registration inquiries via ticket, phone or email
• Drive iTero adoption and utilization of iTero tools
• Monitor scanners usage and performance
• Review shipments in the region and coordinate scheduling/handling/shipping
• Ensure timely resolution to customer contact issues (email, inbound/outbound calls)
• Coordinate shipment of equipment and supporting documentation
• Perform admin tasks and assist internal customers as needed

Skills

English communication

Customer service

Education

Bachelor degree

Job description

Onboarding Customer Representative

Department: Operations

Employment Type: Full Time

Location: EMEA-Poland

Description

Onboarding Customer Representative

Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology.

The Onboarding team is 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, driving iTero adoption and utilization. Due to the nature of the support, they should be equipped to handle, change and incident requests coming from internal and external users of our Scanner and CAD/ CAM services.

Key Responsibilities

ESSENTIAL DUTIES AND 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.
• Driving iTero adoption and utilization of iTero tools,
• Active monitoring of scanners usage and performance,
• 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.
• Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
• Conduct Admin related tasks whenever necessary,
• Perform other duties as assigned.

Skills, Knowledge & Expertise

QUALIFICATIONS:

• Bachelor level
• 2 – 4 years’ of experience in a similar operational role for a fast growing international company. Experience working with medical or other equipment.
• Excellent written and verbal communication skills in English. Any other additional language is a plus.
• Experience working with import and export regulations preferred.
• Experience with Salesforce.com would be consider as a plus.

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