Support day-to-day iTero operations across EMEA by processing and managing orders, RMAs, credits, and subscriptions in CRM/ERP systems. Maintain customer master data, resolve backlog, respond to sales/support inquiries, prepare reports, train stakeholders, and lead process improvements to meet SLAs and improve customer satisfaction.
The iTero Business Operations Specialist plays a key role in supporting the day-to-day operations of the iTero business across the EMEA region. This position ensures that operational workflows are executed efficiently and in line with service level agreements (SLAs), contributing to high customer satisfaction (NPS) and effective delivery of products and services.
The role requires a strong understanding of commercial offerings, business processes, and operational systems, as well as close collaboration with cross-functional teams. The specialist also contributes to process improvements and workflow optimization to support business growth and scalability.
Key Responsibilities
- Process customer and distributor orders accurately and within defined SLAs
- Manage order backlog and ensure timely resolution
- Verify purchase contracts and purchase orders
- Enter and manage sales orders in systems such as SAP
- Handle recurring service orders, including subscriptions
- Coordinate returns, replacements, and RMA processes
- Manage credit and rebill processes
- Maintain accurate customer master data in CRM and ERP systems
- Respond to internal inquiries from sales and support teams (tickets, emails, phone)
- Collaborate with cross-functional teams (Sales, Logistics, Customer Service, etc.)
- Support execution and maintenance of commercial programs
- Prepare and deliver reports and data for internal stakeholders
- Provide training and guidance on business processes
- Identify and implement process improvements and workflow solutions
- Ensure compliance with internal procedures (SOPs, work instructions)
Skills, Knowledge & Expertise
- Bachelor’s degree preferred or equivalent experience
- 2–4 years of experience in operations, customer support, or similar roles
- Experience working with CRM and ERP systems (e.g., Salesforce, SAP)
- Strong understanding of operational and sales processes
- Fluent in English; additional European languages are a plus
- Advanced Excel skills; Power BI is an advantage
- Experience with data analysis and reporting
- Proficiency in working with ticketing systems and databases
- Ability to interpret contracts, purchase orders, and operational data
Job Benefits
1. Pension scheme
2. Meal allowance
3. Modern equipmentrta
4. Invisalign discounts
5. Health & wellbeing programs
6. Learning & development
7. Inclusive environment
2. Meal allowance
3. Modern equipmentrta
4. Invisalign discounts
5. Health & wellbeing programs
6. Learning & development
7. Inclusive environment
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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