About this opportunity
Interacts with company sales team and / or service representatives to handle a variety of pre-sales or post-sales service functions for Align products.
Receives Sales team member’s requests, through phone, email and SMS, and documents interactions in the CRM database. Invisalign Sales Support should ensure appropriate resolution and / or escalation to the correct team in case needed.
Handles requests such as but not limited to general inquiries, orders / product status, order processing, update of account and systems management, initial product diagnostic, return process and credits requests.
All support interactions should comply with the established Quality guidelines for the business. All support members should be accountable to review and complete all courses required in the Quality Management System (QMS).
Employees should adhere to Company Quality Policy. In this role, you will Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs Responsible to handle all customer interactions with professionalism and within the defined response timeframe.
Follow up on their cases until proper resolution. Document all interactions including all details required in the correspondent CRM Reports complaints and product safety Achieve a consistent performance considering all KPIs requirements.
Compliance on deadlines on LMS courses. In this role, you’ll need High School Degree. Technical Degree is a plus 0-2 years of related experience Be Proficiency in English (Bilingual English-Spanish) Understanding of CRM (Preferable SalesForce.
com) Count with general knowledge in Customer Service Computer, internet and e-mail literate. Microsoft Office Package Knowledge (Power Point, Excel, Word)