Customer Care Area Specialist

Customer Care Area Specialist – Align Technology, Raleigh, NC.

Overview:
The Customer Care Area Specialist will support the needs of the Invisalign and iTero operations, handling frontline and support customer inquiries, driving process improvement initiatives, and reporting insights to area leadership.

• 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, utilizing this partnership to share trends, provide improvement opportunities, 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.
• Report out to area ASDs and RMs (sales leadership) on trends, process improvements, and EOQ collaboration.
• Continuously learn new products, programs, and services to support customers and the field sales team.
• Participate in special projects and/or training when requested.
• Contribute continuously towards providing a world‑class customer experience.

• 4+ years’ work experience in a customer support or account management environment; experience in process and operations is a benefit.
• BA degree or comparable experience.
• Understanding of Align’s product portfolio for both the Invisalign and iTero lines of business.
• Comfortable navigating Salesforce, Power BI, and analyzing data.
• Ability to work well independently, setting goals, projects, and priorities.
• Strong verbal and written communication skills for cross‑functional correspondence, sometimes with upper‑level leadership.
• Proactive problem‑solving skills with strong attention to detail.
• Comfortable in a dynamic working environment where key functions and daily activities may vary due to changing business needs.
• Strong business storytelling skills, able to create concise, well‑informed materials and share information.
• 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 individual skills and experience level, as well as the total compensation and equity across team members. For Field Sales roles, the salary listed is the base pay only and does not include incentive compensation plans.

A cost of living adjustment may be added to base pay for higher cost U.S. areas.

• Medical (with Health Savings Account option for some plan offerings), dental, and vision benefits for employees and eligible dependents.
• Discounts on Invisalign and Vivera to employees and eligible dependents after 90 days.
• Back‑up Child/Elder Care and access to a caregiving concierge.
• Family Forming Benefits – Available under one of Align’s health plans.
• Breast milk delivery and lactation support services.
• Employee Assistance Program.
• Hinge Health virtual physical therapy for eligible employees and dependents.
• Short‑term and long‑term disability insurance.
• Basic life insurance and accidental death and dismemberment; voluntary supplemental life insurance available for purchase.
• Flexible Spending Accounts (healthcare, dependent care, pre‑tax commuter).
• 401(k) plan with discretionary company match (50% up to 6% of earnings, vesting after two years).
• Employee Stock Purchase Program (eligible after 20 hours of work).
• Paid vacation (up to 17 days during the first year, accruing at 5.24 hours per pay period; maximum 30…