Customer Care Specialist WE (Dutch OR French + English)

About Straumann
Straumann Group is a global leader in dental healthcare, combining innovation, experience, and a strong commitment to quality to make advanced dental solutions accessible worldwide. It brings together several well-known brands, including Straumann, Neodent, Anthogyr, Medentika, ClearCorrect, and Dental Wings.
In 2017, the company entered the clear aligner market by acquiring ClearCorrect, strengthening its position in esthetic dentistry and expanding its expertise in orthodontics.
The company's success is driven by its people and culture, which emphasize trust, collaboration, diversity, and innovation. Straumann fosters a "player-learner" mindset, encouraging employees to take responsibility, embrace change, and continuously learn and grow.

About the Role
The Customer Care Specialist plays a critical role in delivering high quality experience to ClearCorrect customers. As part of our Customer Care team, you will support dental professionals through expert guidance, technical assistance, and effective case management. This position requires a strong customer centric mindset, a collaborative approach, and a commitment to continuous learning and improvement.

Role Purpose
To provide professional, accurate, and timely support to ClearCorrect customers, ensuring a seamless and positive customer journey. The role also contributes to building internal knowledge as a Subject Matter Expert, helping elevate team capabilities and strengthen our service standards.

Key Responsibilities
• Customer Support & Technical Guidance.
• Provide technical and operational support for the ClearCorrect portal, applications, and digital workflows.
• Assist with the setup and maintenance of customer and collaborator accounts.
• Troubleshoot and resolve technical issues with accuracy and professionalism.
• Manage customer feedback, quality concerns, and service complaints in line with internal procedures.
• Respond to logistics and shipping-related inquiries to ensure timely and accurate deliveries.
• Cross Functional Collaboration.
• Partner with Salesforce teams and other internal stakeholders to ensure consistent and coordinated customer support.
• Use systems such as Salesforce Service Cloud, ClearComm, CAMDB, and other CRM platforms to manage cases, document interactions, and track progress.
• Contribute to team objectives related to productivity, service quality, and customer satisfaction.
• Continuous Improvement & Knowledge Contribution.
• Act as a Subject Matter Expert for processes, systems, and ClearCorrect workflows.
• Participate in knowledge sharing initiatives and support onboarding of new team members.
• Identify opportunities to improve customer experience, workflows, and internal processes.
• Provide constructive feedback and proactively suggest enhancements to existing procedures.
• Maintain up to date knowledge of product developments, industry trends, and internal policies.

Required Skills & Competencies
• Strong customer centric approach with a focus on service excellence.
• Effective verbal and written communication skills.
• Ability to collaborate in a team oriented, multicultural, and fast paced environment.
• Curiosity, adaptability, and commitment to ongoing learning.
• Critical thinking and the ability to provide constructive feedback.
• Strong organizational and prioritization skills.
• Ability to manage multiple tasks and work under time pressure.
• Experience in customer service is an advantage.
• Microsoft Office User.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) is a plus.
• Strong analytical and numerical reasoning skills.
• Commitment to following internal processes, quality standards, and compliance guidelines.

Language Requirements
• Fluent Dutch or French is a mandatory skills to be considered.
• Fluent English is essential for communication and documentation.
• Ability to understand technical documents and produce clear written communication.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.