About this role
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
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In this role, you will…
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· Handle customer inquiries, requests and complaints through various channels in a timely and professional manner.
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· Support customers throughout the order and shipment process, including clarification of requests and follow-up on outstanding issues.
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· Coordinate with internal teams such as Sales, Manufacturing, Logistics and RAQA to support effective issue resolution.
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· Maintain accurate customer, order and case information in relevant systems and follow established processes and procedures.
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· Support customer onboarding and provide guidance on Align products, systems and operational processes.
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· Identify recurring customer issues and share feedback or improvement opportunities with the team.
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· Assist with customer training, operational reporting and other team activities as needed.
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· 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.