Customer Success Agent - Dealers channel
4 days ago
Vitoria-Gasteiz
IMPORTANT : only CVs in English will be reviewed and considered for the recruitment process. Who We Are: Angel Aligner is a global service provider of clear aligner technology, production, and sales. Since founded in 2003, we have been working on developing high-tech products to bring beautiful smiles and confidence to people around the world. Over the past 20 years we maintain a productive corporate-academic partnership with many different orthodontists and universities around the world, and our R&D team has made tremendous breakthroughs in many fields, to ensure that Angel Aligner is at the cutting edge of technology and product development. Over 150 patents have been obtained in respect of processing, clear aligners, manufacturing, and 3D printing technology. Why Angel Aligner ? With over one million patients treated and over two decades of innovation, we’re not just transforming smiles—we’re aiming to shape the future of clear aligner therapy. At Angel Aligner, our customers come first—our orthodontist clients and their partners are at the heart of everything we do. We anticipate their needs, delivering personalized, effective, and reliable solutions. About the Role The Dealer Customer Service Specialist is responsible for delivering an outstanding service experience to our dealer partners by managing daily communication, addressing inquiries, and ensuring prompt issue resolution. As the main point of contact for all service-related matters, you will build trusted relationships with dealers, provide guidance on tools and systems, and work cross-functionally to guarantee a seamless customer journey that aligns with our company’s excellence standards. Key Responsibilities · Serve as the primary contact for dealer partners, managing all service-related communications and inquiries. · Provide accurate and timely responses to questions related to orders, products, account details, and processes. · Track and manage support cases in the CRM system, ensuring timely follow-up and resolution according to established SLAs. · Collaborate with internal departments (Operations, Clinical, Finance, and Marketing) to ensure efficient and coordinated problem-solving. · Deliver training and guidance to dealers on systems, tools, and service processes to enhance their self-sufficiency and satisfaction. · Maintain up-to-date knowledge of products, procedures, and policies to provide accurate and proactive support. · Escalate complex issues to relevant teams while maintaining ownership of the communication until resolution. · Monitor service performance and contribute to the creation of satisfaction reports and improvement initiatives. · Demonstrate empathy, professionalism, and a solution-oriented attitude in every interaction. Requirements · At least 2 years of experience in customer service, partner management, or account coordination (preferably in a B2B or distributor setting). · Outstanding communication and interpersonal skills with a strong customer-centric mindset. · Proven problem-solving skills and the ability to manage multiple requests simultaneously. · Experience working with CRM systems (Microsoft Dynamics preferred). · Highly organized, detail-oriented, and proactive in follow-up. · Fluency in English and Spanish; Arabic is an advantage.
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