Align Technology is a global medical device company that is changing lives through better smiles. We reimagine and reinvent the way orthodontic and restorative treatment is presented and delivered to millions of people around the world. We believe a better smile has the power to create a better future, so we create digital technology and experiences to help people move forward in life.
The iTero Business Operations Administrative is critical for the successful day to day operation of the iTero business across EMEA. By ensuring operational workflows are followed and performed within SLAs, they ensure we continually drive a high NPS, and deliver products and services effectively. They have a detailed understanding of the commercial offerings and business processes to ensure operational accuracy. The iTero business operations team also provides workflow solutions to ensure we continue to drive a high level of service as the commercial business evolves. General duties include purchase contract verification, order entry, services order management, returns sales orders and coordination, credit request handling and customer master data.
- Order management of recurring services such as subscriptions.
- Verification of purchase contracts and purchase orders.
- Order entry and management of fulfillment orders.
- Supporting various customer requests submitted via ticketing system.
- Ensuring customer master data for iTero customers is accurate in CRM (Sales Force) and ERP (SAP) systems.
- Escalate to and work with appropriate sales or support teams across EMEA to ensure required process steps are complete.
- Have a detailed knowledge of the commercial offerings (pricing, promotions, programs), as well as business processes ensuring customer support, eg. relocation, transfer, account management.
- Ensuring iTero commercial programs are operationalized and supported throughout the life of the program.
- Provide reports and data as required to internal stakeholders.
- Respond to internal inquiries from sales and support teams (tickets, phone, emails).
- Comply with all safety policies, practices and procedures.
- Report all unsafe activities to Manager and/or Human Resources.
- Participate in proactive team efforts to achieve departmental and company goals.
- Perform other duties as assigned.
- BA preferred or High school diploma with 2 to 3 years related experience and/or training or equivalent combination of education and experience.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to interpret purchase orders and purchase contracts. Ability to communicate via written and verbal communication via tickets, emails, phone. Fluent English is important. Any other European language is a plus.
- Detail oriented, driven, organized, focused. Be able to prioritize. System thinker, analytical.
- Proficient personal computer skills including electronic mail, ticket, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
- Knowledge of SAP, SalesForce and MS Office is welcome, but not required.