Onboarding Customer Representative (Madrid)

Customer Support Las Rozas de Madrid, Madrid



Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology. 



Onboarding Customer Representative


Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology.

The Onboarding team is in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed. This support includes, educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. Due to the nature of the support, they should be equipped to handle, change and incident requests coming from internal and external users of our Scanner and CAD/ CAM services.


  • Work with customer via ticket, phone or e-mail about new scanner installation/registration, SW upgrades, basic networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions software inquiry/ navigation assistance, basic software or hardware failure identification, call back requests and others.
  • Focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate.
  • Manage and monitor customer accounts
  • Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation
  • Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
  • Update and complete tasks that have been assign by the supervisors or managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.
  • Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
  • Assisting internal customers with necessary documentation (e.g. pro-forma invoice, RA, documentation).
  • Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
  • Conduct Admin related tasks whenever necessary
  • Perform other duties as assigned.


  • Bachelor level
  • 1 – 3 years’ of experience in a similar operational role for a fast growing international company. Experience working with medical or other equipment.
  • Excellentwritten and verbal communication skills in English and French. Any other additional language is a plus
  • Experience working with import and export regulations preferred.
  • Experience with Salesforce.com and/or SAP it would be consider as a plus.









Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines. Strong customer service skills, Strong interpersonal skills, positive attitude & self-motivated, Good analytical skills, Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction (NPS), Strong organizational skills; attention to detail, Providing Excellent Customer Service to internal and external clients. Complies with all appropriate policies, procedures, safety rules and regulations.

The ideal candidate possesses strong interpersonal, listening and persuasive communication skills to give the best advice to our customers. You naturally strive for the best performance and you have the willingness to learn. Additionally, you are a good team player, dynamic, optimistic, accurate, result oriented, hardworking and creative.

Why working for Align Technology?
Great people, innovative technologies, and meaningful work—these are just some of the things employees say make Align Technology a great place to work:

  • Make Your Mark:we are a global business, but not so big that you can’t make a huge impact on our continued business improvement. Bring your A game!
  • Innovation:Influence the game-changing technologies that are revolutionizing the dental orthodontics industry.
  • Work in a Dynamic and Growing Industry:Ask anyone for a list of the hottest and fastest growing industries and you will see medical and dental at the top!

Besides a challenging working environment, we offer you a good compensation and benefits package. This includes a good salary and the opportunity to participate in special projects and/or training when requested.   


We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/