Inside Sales & Customer Success Specialist

ODL • Buffalo, NY

10d • Onsite

About The Position

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. As we continue to grow, we're looking for a New Customer Engagement Specialist to serve as the first point of contact for new doctors interested in partnering with ODL. This role is ideal for someone who enjoys building relationships, solving problems, staying organized, and helping customers feel confident from their very first interaction with our company. If you thrive in a fast-paced environment, enjoy talking with people, and are motivated by helping customers succeed, we'd love to meet you.

Requirements

• 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.

Nice To Haves

• Enjoys building relationships and talking with people.
• Is highly organized and follows through on commitments, taking ownership and being accountable for results.
• Responds quickly and understands the importance of customer service.
• Communicates professionally and confidently over the phone and in writing.
• Is comfortable balancing multiple priorities in a fast-paced environment.
• Works well independently while collaborating across departments.
• Is motivated by goals and enjoys contributing to a growing sales team.

Responsibilities

• Responding promptly to new customer inquiries by phone, email, and other communication channels.
• Qualifying prospective customers by understanding their clinical needs, practice goals, and overall fit.
• Scheduling discovery and clinical consultation meetings with our Clinical Sales Director for more advanced orthodontic solutions.
• Guiding new customers through the onboarding process, including EasyRx setup and ODL workflows.
• Helping new customers successfully submit their first orthodontic cases.
• Building trusted relationships that create an outstanding first impression of ODL.
• Maintaining accurate customer information and activity within HubSpot CRM.
• Managing your sales pipeline to ensure every lead receives timely follow-up and clear next steps.
• Collaborating with Sales, Marketing, Clinical, and Customer Success teams to ensure a seamless customer experience.
• Identifying opportunities to improve customer communication, onboarding, and conversion processes.
• Prospecting for new business opportunities during slower lead periods through previous leads, trade shows, professional associations, and other outreach initiatives.

Benefits

• Quarterly commission based on converted new business
• 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
• A collaborative, supportive team environment where your contributions make a real impact

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed