Turn complex customer needs into seamless solutions.

Bring your customer service and order management expertise to a role where you can make a direct impact on customer experience and operational efficiency. As a CRM Services Senior Associate, you will manage complex clinical and technical orders, support territory and customer data management, and work closely with Sales, Logistics, and other teams to resolve issues. You’ll also use data and customer insights to improve processes, support team development, and help deliver a consistently high level of service.

Your role

• Manage the timely and accurate processing of clinical and technical orders using SAP and Salesforce.

• Manage customer and territory-related data, including dealer information, stock statements, consignments, and dental support organization data.

• Monitor order and data upload activities, proactively addressing delays, discrepancies, and processing issues.

• Handle complex customer requests and escalations, coordinating with Sales, Logistics, Customer Service, and other stakeholders to develop effective solutions.

• Monitor customer inquiries and follow-ups to ensure timely resolution and minimize service gaps.

• Build and maintain strong knowledge of Ivoclar products, services, policies, and processes to provide accurate customer support.

• Analyze customer feedback, service data, and process trends to identify risks and opportunities for improvement.

• Prepare and share reports and insights with leadership and relevant teams to support operational decisions.

• Identify opportunities to improve workflows, efficiency, and customer service processes.

• Collaborate with Operations, Training, and Quality Assurance teams to support consistent service delivery.

• Contribute to team development by recommending training opportunities, supporting learning materials, and providing input to buddy and onboarding activities.

Your profile

Must-have

• Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent relevant work experience.

• 2–4 years of experience in BPO, shared services, customer service, CRM, order management, or a related operations environment.

• Experience handling customer concerns, escalations, or complex service requests.

• Experience working with CRM or ERP systems, preferably Salesforce and/or SAP.

• Strong analytical and problem-solving skills, with the ability to identify root causes and develop practical solutions.

• Good understanding of SLAs, KPIs, and service performance.

• Strong written and verbal English communication skills.

• Excellent attention to detail and ability to manage multiple priorities in a fast-paced environment.

Nice-to-have

• Experience in order management, sales operations, territory management, or customer operations.

• Experience analyzing customer feedback, operational data, or service trends and translating findings into recommendations.

• Experience preparing reports or presentations for stakeholders and leadership.

• Experience supporting process improvement, training, onboarding, or knowledge-sharing initiatives.

What we offer

• A flexible hybrid work arrangement
• HMO coverage from Day 1
• A global, purpose-driven company with 3,700 employees
• A culture of innovation and collaboration
• Learning and development tailored to your growth
• Attractive benefits