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- Tasks: Support customers with iTero scanner installation and provide top-notch service throughout the onboarding process.
- Company: Align Technology is a leader in medical equipment manufacturing, focused on innovation and customer satisfaction.
- Benefits: Enjoy a full-time role with opportunities for growth and a collaborative team environment.
- Why this job: Join a dynamic team where your communication skills can shine and make a real impact on customer experience.
- Qualifications: 1-3 years in customer service; strong communication skills; experience with Salesforce or SAP is a plus.
- Other info: This role is based in Birmingham, UK, and offers a chance to work in a supportive and inclusive culture.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Onboarding Customer Representative role at Align Technology
Join to apply for the Onboarding Customer Representative role at Align Technology
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Description
Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology.
Department: Customer Support
Location: EMEA-United Kingdom
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.
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.
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.
- Experience with Salesforce.com and/or SAP is consider as a plus.
Applicant Privacy Policy
Review our Applicant Privacy Policyfor additional information.
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.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
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Industries
Medical Equipment Manufacturing
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Onboarding Customer Representative employer: Align Technology
Contact Detail:
Align Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onboarding Customer Representative
✨Tip Number 1
Familiarise yourself with iTero Technology and its features. Understanding the product inside out will help you communicate effectively with customers and answer their queries confidently.
✨Tip Number 2
Brush up on your customer service skills, especially in handling technical inquiries. Role-playing common scenarios with a friend can prepare you for real-life interactions during the onboarding process.
✨Tip Number 3
Network with current or former employees of Align Technology on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations for the Onboarding Customer Representative role.
✨Tip Number 4
Prepare to discuss your experience with software and hardware support. Be ready to share specific examples of how you've resolved customer issues in the past, as this will demonstrate your capability for the role.
We think you need these skills to ace Onboarding Customer Representative
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Onboarding Customer Representative role. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service experience, especially in a technical or software-hardware help desk role. Mention specific examples of how you've successfully handled customer inquiries or resolved issues.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure that your application reflects your ability to communicate clearly and effectively. Use concise language and check for grammar and spelling errors.
Tailor Your Cover Letter: Craft a personalised cover letter that addresses why you are a good fit for Align Technology. Mention your enthusiasm for delivering premium customer experiences and how your skills align with their mission.
How to prepare for a job interview at Align Technology
✨Know the Product Inside Out
As an Onboarding Customer Representative, you'll be dealing with iTero Technology. Make sure you understand its features, benefits, and common issues. This knowledge will help you answer questions confidently and demonstrate your expertise during the interview.
✨Showcase Your Customer Service Skills
Highlight your previous experience in customer service roles. Be prepared to discuss specific examples where you've successfully resolved customer issues or improved their experience. This will show that you have the skills necessary for this role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of situations where you had to handle difficult customers or technical issues, and explain how you approached them. This will showcase your critical thinking and communication skills.
✨Familiarise Yourself with Relevant Software
If you have experience with Salesforce.com or SAP, make sure to mention it. If not, do a bit of research on these platforms. Understanding how they work can give you an edge and show your willingness to learn new tools.
