Customer Care Area Specialist

Customer Care Area Specialist

Department: Sales

Employment Type: Full Time

Location: US-North Carolina-Raleigh

The Customer Care Area Specialist team is looking for a proactive team member with strong interpersonal skills, a knack for problem-solving, and an inquisitive mind to support the needs of the area assigned in both Invisalign and iTero operations. This individual will have the ability to accept ownership of an initiative, utilize resources & relationships to find efficient resolutions to multifaceted issues that arise from the Front Line and Sales Support channels.

Understanding core functions and key points of contact within the multiple departments at Align Technology will be critical. Continuous education and staying up to date on new initiatives and customer experience programs will be essential to support the ever-changing needs of the customer and field sales teams.

In addition to supporting internal requests, this individual will be responsible for identifying opportunities for process improvement within the assigned area. The Area Specialist should always have a clear pulse on the assigned area NPS sentiment, including current trends, and be able to provide insights and recommendations to the Area Sales Director and Regional Managers.

• Ensure timely resolution to customer inquiries generated through Sales Support and Frontline Channels.
• Be familiar with internal partner operations and serve as a key point of contact between sales and support teams.
• Build strong relationships to ensure a smooth experience between customer issues and resolution with internal teams.
• Manage escalated issues directly, liaising across the field and internal support teams to champion resolution.
• Build Strong relationships with sales reps and leadership, utilize this partnership to share trends, provide opportunities for improvement, and state of the business.
• Proactively support Sales and Customers to create a positive experience for key stakeholders.
• Seek out opportunities for continuous improvement; streamline processes, reduce resolution times, and seek proactive solutions.
• Provide regular reports on area operations to support local sales leadership.
• Be alert to trends and widespread initiatives and cascade communication to affected parties.
• Serve as liaison between the clinical department and the field sales team.
• Ability to report out to area ASDs and RMs (sales leadership) on trends, process improvements, and EOQ collaboration.
• Continuously learn new products, programs, and services to help support customers and the field sales team.
• Participate in special projects and/or training when requested.
• Contribute constantly towards providing a world-class customer experience.

• 4+ years’ work experience in a customer support or account management environment, benefit if the candidate has experience in process and operations
• BA degree or comparable experience
• To understand Align’s product portfolio for both the Invisalign and iTero lines of business
• To comfortably navigate Salesforce, understand Power BI, and how to analyze data
• To work well independently, capable of setting goals, projects, and priorities
• Strong verbal and written communication skills, as cross-functional correspondence is a key function of the job, sometimes with upper-level leadership
• Proactive problem-solving skills with strong attention to detail
• To be comfortable in a dynamic working environment where key functions and daily activities may vary due to the changing needs of the business
• Strong business storytelling skills, with the ability to create materials and share information in a concise, well-informed manner
• Strong technical skills: ability to learn new tools and platforms quickly

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

• Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
• Back-up…