Customer Onboarding & Growth Specialist

ODL partnership; Buffalo (NY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Quarterly commission

Paid training

Medical/Dental/Vision Insurance

Life & Disability Insurance

Paid Time Off

401(k) match

Career growth

Collaborative environment

Job summary

ODL Orthodontic Lab, part of the Specialty Appliances family, seeks a New Customer Engagement Specialist to be the first point of contact for new doctors nationwide. You will drive the customer journey from initial contact to onboarding, coordinating with Sales, Marketing, Clinical, and Customer Success teams to ensure a seamless experience.

Ideal candidates enjoy relationship-building, organization, and solving problems, and are motivated to help customers succeed in a fast-paced environment.

Qualifications

• Experience in customer service or inside sales roles.
• Familiarity with HubSpot CRM preferred.
• Strong verbal and written communication skills.

Responsibilities

• Respond to new customer inquiries by phone, email, and other channels.
• Qualify prospective customers by understanding clinical needs and goals.
• Schedule discovery and clinical consultations with the Clinical Sales Director.
• Guide customers through onboarding, including EasyRx setup and workflows.
• Help customers submit their first orthodontic cases.
• Maintain accurate customer information in HubSpot CRM.
• Manage the sales pipeline with timely follow-up.

Skills

Customer service

Inside sales

Account management

CRM software (HubSpot)

Tools

HubSpot CRM

Microsoft Office

Job description

Description

Help Orthodontists Create More Smiles

At ODL Orthodontic Lab, part of the Specialty Appliances family, we help orthodontists across the country deliver life-changing smiles through innovative orthodontic appliances and digital solutions. For more than 30 years, we've built our reputation on exceptional quality, industry-leading service, and a commitment to continuous innovation.

As we continue to grow, we're looking for a New Customer Engagement Specialist to serve as the first point of contact for new doctors interested in partnering with ODL. This role is ideal for someone who enjoys building relationships, solving problems, staying organized, and helping customers feel confident from their very first interaction with our company.

If you thrive in a fast-paced environment, enjoy talking with people, and are motivated by helping customers succeed, we'd love to meet you.

Requirements

What You'll Own

As our New Customer Engagement Specialist, you'll own the customer journey from the moment a new lead contacts ODL until they are confidently submitting cases and ready to transition to one of our Account Managers. Your responsibilities will include:

• Responding promptly to new customer inquiries by phone, email, and other communication channels.
• Qualifying prospective customers by understanding their clinical needs, practice goals, and overall fit.
• Scheduling discovery and clinical consultation meetings with our Clinical Sales Director for more advanced orthodontic solutions.
• Guiding new customers through the onboarding process, including EasyRx setup and ODL workflows.
• Helping new customers successfully submit their first orthodontic cases.
• Building trusted relationships that create an outstanding first impression of ODL.
• Maintaining accurate customer information and activity within HubSpot CRM.
• Managing your sales pipeline to ensure every lead receives timely follow-up and clear next steps.
• Collaborating with Sales, Marketing, Clinical, and Customer Success teams to ensure a seamless customer experience.
• Identifying opportunities to improve customer communication, onboarding, and conversion processes.
• Prospecting for new business opportunities during slower lead periods through previous leads, trade shows, professional associations, and other outreach initiatives.

What We're Looking For

We're looking for someone who:

• Enjoys building relationships and talking with people.
• Is highly organized and follows through on commitments, taking ownership and being accountable for results.
• Responds quickly and understands the importance of customer service.
• Communicates professionally and confidently over the phone and in writing.
• Is comfortable balancing multiple priorities in a fast-paced environment.
• Works well independently while collaborating across departments.
• Is motivated by goals and enjoys contributing to a growing sales team.

Qualifications

• Previous experience in customer service, inside sales, account management, business development, or customer success preferred.
• Experience using CRM software (HubSpot preferred) is a plus.
• Strong Microsoft Office skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Experience working in healthcare, dental, medical device, or manufacturing industries is helpful but not required.

What We Offer

• Quarterly commission based on converted new business
• Paid training and ongoing professional development
• Medical, Dental & Vision Insurance
• Company-paid Life Insurance and Disability Insurance
• Paid Time Off and Paid Holidays
• 401(k) with Company Match
• Performance-based career growth opportunities
• A collaborative, supportive team environment where your contributions make a real impact

Why ODL?

Every day, our work helps orthodontists improve lives by creating healthier, more confident smiles for their patients. As our New Customer Engagement Specialist, you'll play an important role in helping new practices experience the quality, service, and partnership that make ODL a trusted industry leader.

If you're passionate about building relationships, creating exceptional customer experiences, and growing your career with an innovative organization, we'd love to hear from you.

EQUAL OPPORTUNITY EMPLOYER