Digital Operations and Accounts Support Specialist (fixed-term employment contract)

Digital Operations and Accounts Support Specialist

Location: Somerset West, Western Cape

Department: Operations / Digital Solutions / Finance Support

Reports to: Head of Operations

Employment Type: Full time - Temporary position

Company Description

At Straumann Group, we empower dental professionals to deliver exceptional patient care through state-of-the-art digital solutions, implant systems, and regenerative dentistry. As a global leader, we are committed to innovation, technical expertise, and customer success. Join us in shaping the future of dentistry!

Job Purpose

The purpose of this role is to provide operational, digital product, finance, customer, logistics, and administrative support across the business. The role ensures accurate invoicing, order processing, shipment tracking, digital software and scanner support, account query resolution, stock administration, and documentation management while supporting customers, sales teams, territory managers, finance, and internal stakeholders.

Key Responsibilities

1. Digital Product Administration and Support

- Manage invoicing, order processing, documentation, and shipment tracking for digital product lines including ClearCorrect, Createch, CoDiagnostiX, 3Shape, and SIRIOS.
- Prepare quotes, place orders, process invoices, and arrange shipment of scanners, cases, dongles, licenses, motors, and related digital products.
- Provide support for software installations, scanner connectivity, calibration, workflow errors, software updates, AXS issues, firewalls, antivirus-related issues, and general digital troubleshooting.
- Assist customers, sales representatives, territory managers, and internal stakeholders with digital product queries and operational support.
- Follow up on customer licenses, contracts, special requests, and shipment queries to ensure timely resolution.

2. Finance, Accounts, and Customer Account Support

- Assist sales representatives and customers with account-related queries, payment confirmations, invoices, statements, and payment links.
- Attend to the accounts mailbox and assist with basic finance queries such as sending invoice copies, statements, and payment information.

3. Logistics, Shipping, and Stock Administration

- Track shipments through courier platforms including UPS, DHL Express, DHL Global, FedEx, and related support channels.
- Process and support new incoming shipments by printing relevant documents, clearing goods with customs, checking new stock, conducting spot checks, and entering stock into SAP/ERP.
- Scan and save invoices, customs documents, and temperature logger records on the appropriate shared drives.
- Assist the logistics department during high-pressure periods by supporting picking and packing activities and creating waybills to help ensure customer orders are dispatched on time.
- Manage quarantine stock, refresh credits, and stock-related administrative tasks.

4. Documentation and File Management

- Maintain accurate digital records and ensure invoices, supporting documentation, customs documents, contracts, licenses, and customer files are scanned and saved in the correct locations.
- Send relevant finance documentation to the appropriate accounts mailbox and ensure records are available for audit, finance, and operational follow-up.

5. Customer Service and Internal Support

- Assist customers, sales representatives, territory managers, finance, logistics, and office teams with queries and operational support as needed.
- Respond to low NPS scores and support customer experience improvement through timely follow-up and resolution.
- Support the office with ad hoc operational and administrative tasks where required.

Key Stakeholders

- Customers and external service providers
- Sales representatives and territory managers
- Finance and accounts teams
- Logistics, warehouse, and operations teams
- Digital product stakeholders and suppliers
- Management and internal support teams

Systems and Tools

- SAP / ERP systems
- Courier platforms and support portals including UPS, DHL, FedEx, and related systems
- Microsoft Excel, Outlook, and shared documentation tools

Required Skills and Competencies

- Strong attention to detail and accuracy in financial, stock, and customer documentation.
- Excellent organizational and follow-up skills with the ability to manage multiple priorities.
- Good communication skills when dealing with customers, sales teams, finance, suppliers, and internal stakeholders.
- Problem-solving ability and confidence in resolving operational, system, shipment, and customer queries.
- Working knowledge of SAP/ERP processes, invoicing, stock movements, and account administration.
- Ability to work independently, support urgent requests, and assist across departments when required.
- Customer-focused approach with a commitment to timely and professional service delivery.

If you are adaptable, hands-on, and ready to support a business during an exciting transformation phase, we encourage you to apply.