The Role
Manages EMEA customer and distributor orders, including contract verification, order entry, backlog management, subscriptions, returns, replacements, credits, rebills, and customer master data. Ensures workflows meet SLAs, supports commercial programs, responds to internal inquiries, maintains procedures, provides reporting and training, and develops workflow improvements across business functions. Uses Salesforce, Apttus, SAP, Excel, and Power BI to maintain operational accuracy and service quality.
Summary Generated by Built In
The iTero Business Operations Specialist 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. As a specialist, focuses on assigned areas of pre-sale and sale or post sale related tasks. Develops and implements concepts and techniques supporting daily operations. Serve as a subject matter expert for team members and key contact for cooperating functions.
General duties include purchase contract verification, order entry, services order management, returns sales orders and coordination, credit request handling and customer master data. As a specialist, focuses on assigned areas of pre-sale and sale or post sale related tasks. Develops and implements concepts and techniques supporting daily operations. Serve as a subject matter expert for team members and key contact for cooperating functions.
Key Responsibilities
- Ensure customer and distributor orders are processed effectively and processed to SLAs.
- Order backlog management.
- Verification of purchase contracts and purchase orders.
- Escalate to and work with appropriate sales or support teams across EMEA to ensure required to process orders are completed.
- Entering sales orders in SAP and other systems for new products if required, RMAs and ongoing services.
- Order management of recurring services such as subscriptions.
- Have a detailed knowledge of the commercial offerings (pricing, promotions, programs), as well as business processes.
- Respond to internal inquiries from sales and support teams (tickets, phone, emails).
- Management of the iTero credit and rebill process.
- Management and coordination of the commercial product returns and replacements process with internal stakeholders (e.g. Logistics, Customer Service, Sales, Management).
- Ensuring customer master data for iTero customers is accurate in CRM and ERP systems.
- Ensuring iTero commercial programs are operationalized and supported throughout the life of the program.
- Provide reports and data as required to internal stakeholders.
- Provide guidance and training to internal stakeholders as the business processes to ensure consistency and effectiveness.
- Create and implement workflow solutions for continual improvements initiatives, market expansion, and other projects. This involves working with, and training appropriate stakeholders across the business to implement the most optimal solution.
- Ensure departmental SOPs and WIs are up to date and adhered to.
- Comply with all safety policies, practices and procedures.
- Report all unsafe activities to superior and/or Human Resources.
- Participate in proactive team efforts to achieve departmental and company goals.
- Perform other duties as assigned.
- Other duties may be assigned.
Skills, Knowledge & Expertise
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.
Having knowledge related to cloud based technology such as Sales Force, Apttus and SAP, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
ACADEMIC BACKGROUND
BA preferred or high school diploma with two to four years related experience and/or training or equivalent combination of education and experience.
REQUIRED EXPERIENCE
Two to four years of related experience and/or training; or equivalent combination of education and practical experience in operations and/or customer supporting roles; or equivalent combination of education and experience in comparable role.
LANGUAGES
Ability to communicate via written and verbal communication via tickets, emails, phone.
Fluent English is important. Any other European language is a plus.
SKILLS /COMPETENCIES
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.
Proficient personal computer skills including e-mail, ticket, record keeping, routine database activity, word processing, spreadsheet, graphics. Advanced Excel and Power BI skills preferred.
Experience using salesforce.com, SAP (or similar ERP and CRM systems)
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage. Prepare, draw and interpret bar graphs.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Detail oriented, driven, organized, focused. Be able to prioritize. System thinker, analytical.
WORK ENVIRONMENT DEMANDS
Work with computer, screen over 4 h.
Constant readiness to answer.
Regular – Monday to Saturday - Equivalent Working Time System - 7:00 – 12:00 (2 flexible period 7:00-10:00 or 10:00 -12:00)
Having knowledge related to cloud based technology such as Sales Force, Apttus and SAP, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
ACADEMIC BACKGROUND
BA preferred or high school diploma with two to four years related experience and/or training or equivalent combination of education and experience.
REQUIRED EXPERIENCE
Two to four years of related experience and/or training; or equivalent combination of education and practical experience in operations and/or customer supporting roles; or equivalent combination of education and experience in comparable role.
LANGUAGES
Ability to communicate via written and verbal communication via tickets, emails, phone.
Fluent English is important. Any other European language is a plus.
SKILLS /COMPETENCIES
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.
Proficient personal computer skills including e-mail, ticket, record keeping, routine database activity, word processing, spreadsheet, graphics. Advanced Excel and Power BI skills preferred.
Experience using salesforce.com, SAP (or similar ERP and CRM systems)
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percentage. Prepare, draw and interpret bar graphs.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Detail oriented, driven, organized, focused. Be able to prioritize. System thinker, analytical.
WORK ENVIRONMENT DEMANDS
Work with computer, screen over 4 h.
Constant readiness to answer.
Regular – Monday to Saturday - Equivalent Working Time System - 7:00 – 12:00 (2 flexible period 7:00-10:00 or 10:00 -12:00)
Job Benefits
- Private healthcare Luxmed,
- Multisport card,
- Private insurance,
- Meal vouchers,
- Co-financing of company products,
- Employee Support Program.
Additionally, the position is eligible for a performance bonus.
The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.
Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.
Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers
We encourage all candidates to review this document before moving forward in the recruitment process.
Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers
We encourage all candidates to review this document before moving forward in the recruitment process.
Align Technology (Poland).pdf
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
Skills Required
- Two to four years of related operations, customer support, or comparable practical experience, or equivalent education and experience.
- Fluent English communication skills, both written and verbal, using tickets, email, and phone.
- Experience using Salesforce, SAP, or similar ERP and CRM systems.
- Ability to interpret purchase orders, purchase contracts, procedures, operating instructions, and safety rules.
- Proficient personal computer skills, including email, ticketing, record keeping, databases, word processing, spreadsheets, and graphics.
- Ability to perform calculations involving discounts, percentages, rates, ratios, fractions, decimals, and basic algebra and geometry.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Detail-oriented, organized, analytical, focused, driven, and able to prioritize work.
- Bachelor's degree.
- Advanced Excel and Power BI skills.
- Additional European language proficiency.
Align Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Align Technology and has not been reviewed or approved by Align Technology.
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Healthcare Strength — Health coverage includes medical, dental, vision, life, and both short‑ and long‑term disability, along with AD&D and wellness resources. Select locations add region‑specific programs such as medical coverage and Multisport, reinforcing breadth.
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Strong & Reliable Incentives — A corporate bonus plan outlines performance‑based rewards and eligibility, and compensation is described as competitive in commercial roles. Incentive structures in sales are portrayed as offering strong on‑target earnings potential.
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Retirement Support — Retirement programs feature a 401(k) plan with company contribution mechanisms, profit sharing, and a defined contribution pension plan. These elements emphasize long‑term financial security alongside salary and bonus.
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The Company
What We Do
Twenty years ago, we pioneered the world's first clear aligners. Since then, we have continuously innovated with new products and technologies that are revolutionizing treatments for doctors and their patients. Invisalign clear aligners and the iTero Intraoral scanner help dental professionals achieve the clinical results they expect and deliver effective, advanced dental options to their patients. Helping change millions of lives, one smile at a time. Discover your straight path to a bright future at Align. As a part of our smart, diverse and fast-moving global team, you'll make an impact for the market leader that's moving an industry forward. Want to find out what’s next for us—and for you?
