Provides timely customer support through email, telephone, KakaoTalk, and other channels. Manages order and shipment inquiries, onboarding, customer records, and case information while coordinating with Sales, Manufacturing, Logistics, and RAQA teams. Supports product and process training, operational reporting, issue resolution, system updates, and process improvement initiatives.
About this opportunity
The Customer Support Specialist provides day-to-day support to customers by responding to inquiries and requests through email, telephone, KakaoTalk and other channels.
This role also supports order-related activities, customer onboarding and basic coordination with internal teams to ensure smooth customer experience.
Key Responsibilities
In this role, you will…
· Handle customer inquiries, requests and complaints through various channels in a timely and professional manner.
· Support customers throughout the order and shipment process, including clarification of requests and follow-up on outstanding issues.
· Coordinate with internal teams such as Sales, Manufacturing, Logistics and RAQA to support effective issue resolution.
· Maintain accurate customer, order and case information in relevant systems and follow established processes and procedures.
· Support customer onboarding and provide guidance on Align products, systems and operational processes.
· Identify recurring customer issues and share feedback or improvement opportunities with the team.
· Assist with customer training, operational reporting and other team activities as needed.
· Participate in system updates, process improvement initiatives and other cross-functional projects as required.
Skills, Knowledge & Expertise
In this role, you’ll need …
· Bachelor’s degree preferred or equivalent relevant experience.
· Minimum 3 yrs of relevant experience; 4–7 years preferred, particularly in customer operations, order management, or a regulated industry environment.
· Good communication and interpersonal skills with a customer-focused mindset.
· Attention to detail and ability to follow established processes and procedures.
· Ability to work well with team members and other internal stakeholders.
· Good written and spoken English skills.
· Experience in Salesforce (SFDC), Microsoft Office or similar business systems is preferred.
· Previous experience in the dental industry, dental medical devices or a dental clinic environment is preferred.
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.
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