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About the Role
As the New Customer Engagement Specialist at ODL Orthodontic Lab, you will be the first point of contact for new doctors, guiding them from initial inquiry to submitting their first cases. This role is perfect for individuals who excel at building relationships, problem-solving, and ensuring customers feel confident from their first interaction.
Responsibilities
- Respond promptly to new customer inquiries via phone, email, and other channels.
- Qualify prospective customers by understanding their clinical needs, practice goals, and fit.
- Schedule discovery and clinical consultation meetings with the Clinical Sales Director.
- Guide new customers through the onboarding process, including EasyRx setup and ODL workflows.
- Assist new customers in successfully submitting their first orthodontic cases.
- Build trusted relationships to create an outstanding first impression.
- Maintain accurate customer information and activity within HubSpot CRM.
- Manage sales pipeline to ensure timely follow-up and clear next steps for all leads.
- Collaborate with Sales, Marketing, Clinical, and Customer Success teams for a seamless customer experience.
- Identify opportunities to improve customer communication, onboarding, and conversion processes.
- Prospect for new business opportunities during slower lead periods.
Requirements
- Enjoy building relationships and talking with people.
- Be highly organized and follow through on commitments, taking ownership and accountability for results.
- Respond quickly and understand the importance of customer service.
- Communicate professionally and confidently over the phone and in writing.
- Be comfortable balancing multiple priorities in a fast-paced environment.
- Work well independently while collaborating across departments.
- Be motivated by goals and enjoy contributing to a growing sales team.
- Previous experience in customer service, inside sales, account management, business development, or customer success preferred.
- Experience using CRM software (HubSpot preferred) is a plus.
- Strong Microsoft Office skills.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Experience working in healthcare, dental, medical device, or manufacturing industries is helpful but not required.
Skills
- Customer Service
- Inside Sales
- Account Management
- Business Development
- Customer Success
- CRM Software
- HubSpot
- Microsoft Office
- Communication
- Organization
- Time Management
Location
- Remote
Work Type
- Full-time
Experience Level
- Preferred previous experience in customer service, inside sales, account management, business development, or customer success.
Salary/Compensations
- Quarterly commission based on converted new business
Benefits
- Paid training and ongoing professional development
- Medical, Dental & Vision Insurance
- Company-paid Life Insurance and Disability Insurance
- Paid Time Off and Paid Holidays
- 401(k) with Company Match
- Performance-based career growth opportunities
About the Company
- At ODL Orthodontic Lab, part of the Specialty Appliances family, we help orthodontists across the country deliver life-changing smiles through innovative orthodontic appliances and digital solutions.
- For more than 30 years, we've built our reputation on exceptional quality, industry-leading service, and a commitment to continuous innovation.
Equal Opportunity
- EQUAL OPPORTUNITY EMPLOYER