Customer Service Representative SPARK MEA

Job Description:

We are seeking a Customer Support Specialist to support Spark operations across the Middle East (excluding South Africa). This role is the primary operational link between Sales, Manufacturing, Logistics, IT, and our doctor customers. The specialist will handle all account setup, ERP tasks, troubleshooting, case monitoring, prioritization, and daily coordination required to ensure smooth end-to-end support for Spark in the MEA region.

Key Responsibilities

Account Management & Screening

• Screen and validate new doctor accounts in Dow Jones (KYC screening).
• Open and maintain DTX and CMS accounts for new MEA doctors.
• Add/update doctor address information in Oracle for relevant dealer markets.
• Train new users (internal or dealer) on basic DTX/CMS navigation.

ERP & System Operations

• (SAP, Oracle, DTX, CMS, Jira, Admin Toolset)

• Release daily Jira ERP holds and resolve related order blocks.
• Amend incorrect orders in Oracle (product codes, quantities, billing).
• Support IT/ERP teams on setup of new Spark products in MEA test & production environments (e.g., Spark On Demand, S-35, portfolio changes).
• Participate in troubleshooting across platforms (CMS/DTX/ERP).
• Execute or support test cases during system changes or new-country launches. 
• Format reports from SAP to align with Support Admin Toolset requirements. 

Daily Case & Order Flow Management

• Track delayed cases, shipment issues, and ensure timely follow-ups.
• Support case prioritisation based on region needs and sales input.
• Check cases on credit hold and notify Finance/Sales accordingly.
• Upload scans or case documentation directly for doctors upon request.
• Reset and maintain billing/shipping reporting (e.g., ZCADR) where applicable. 

Doctor / Sales Team Support

• Act as the general point of contact for MEA Sales Teams for customer-support related questions.
• Offer first-level troubleshooting support directly to doctors for Spark submissions, uploads, or order concerns.
• Provide shipment updates, delay notifications, and manufacturing communication.
• Communicate with manufacturing teams for priority requests or delays.

Cross-Functional Collaboration

• Work with IT, ERP, Manufacturing, Logistics, and Commercial teams to resolve issues across multiple systems.
• Support intercompany transactions, billing alignment, and transfer pricing coordination with regional Finance when required. 
• Ensure all problems are resolved across ERP workflows, including remedy programs and testing of corrective actions. 

#LI-SM1

Learn more about our Prague center here: www.envistaprague.com

This Job is also suitable for persons with disabilities; attendance required – disabled-accessible building.

Job Requirements:

What will you bring?

• Fluent in English and close to native in Arabic. French language as an addition is an advantage.

• Excellent communication skills (verbal and in writing)

• Go getter (Sales oriented)

• Excellent phone voice and skills

• Reliable and high sense of responsibility and urgency

• Commercial skills (ability to hear sales opportunities and to act upon it)

• Flexible (in working hours and jobs that are assigned)

• Ability to operate computer systems with accuracy and efficiency (SAP, CRM & Excel)

• Ability to adapt and implement new procedures as required to provide excellent customer service

• Background in dental/orthodontic digital systems or medical device customer support as an advantage.

• Ability to work onsite 4x/week.

What can you look forward to?

· WELL certified offices we’re the only office in CEE with Platinum certification in WELL (program that guarantees and monitors highest quality in physical office environment (used materials, quality of air/water, room temperature…)

o initiatives supporting mental wellbeing of employees (casual dress code, webinars, sport challenges)

· 25 days of vacation

· 4 paid sick days

· Meal vouchers

· Hybrid work model

· Contribution to wellness and leisure activities – Multisport and Edenred

· Retirement plan contribution and life insurance

· Language courses

· Employee Assistance Program

o free consultations in mental health, legal and financial areas for you and your family members

· Company discounts

· Attractive work environment in Prague 8 – Libeň

· Free parking in the office

Operating Company:

Ormco

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.