Customer Service, Regional Specialist - Hybrid

Job Description:

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. 

Who is DEXIS and why should you join the team?? 

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.  

We also offer 

• Hybrid schedule after training
• Competitive Pay
• Medical, Dental, Vision Insurance Benefits effective DAY ONE!!!! 
• 401K – start contribution Day one + receive company match up to 5%!! 
• Community Involvement Opportunities & Employee Appreciation Events 

• Newly renovated, State of the Art, Climate controlled facility 
• Competitive Leave Policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave 
• Newly built xxx sq fitness room (coming soon!) 
• Gourmet coffee, beverages, snacks, and lunches available (coming soon!!) 
• Employee Lounge with pool table and games for downtime and employee fun 

Where are we? 

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software.  The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field.  A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.   

POSITION SUMMARY

The primary function of this position is to support the sales team to facilitate a positive customer experience for dealer partners and end users to drive a positive experience with DEXIS. This role will be assigned to a specific geography and responsible for working directly with dealer partners, sales and internal functions to effectively communicate the status of orders for hardware, software and services across the internal DEXIS teams including sales, customer order entry, operations, training, and support. Additionally, this role requires availability to work standard departmental hours, holidays and overtime as dictated by business needs, and must be able to meet business needs, especially around month/quarter/year ends.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide world-class customer service, response time, and follow through to internal and external customers. Proactive communication with all team members to ensure a positive customer experience with DEXIS.
• Coordinate with dealers to ensure information provided with purchase orders includes the necessary information to ensure a smooth installation and delivery process including identifying end user, implementation requirements, contact information and product scope.
• Central point of contact to provide sales and customers status updates as requested.
• Quick and accurate logging of information and call details in CRM.
• Monitoring orders that are due to ship and past due and proactively communicating shipping timeframes.
• Manage order issues including communication and coordination from issue to resolution.
• Support questions from reporting functions.
• Timely logging of any issues for quality tracking.
• Other related administrative duties/projects as directed

Job Requirements:

High standard of both written and verbal communication skills are needed as well as heavy proficiency in word and excel.  Excellence in accuracy and attention to detail is a must.  Previous medical device industry experiences a plus.  Superior time management skills are essential.  Demonstrated history of continuous improvement in work processes.

MINIMUM REQUIREMENTS

• HS Diploma or equivalent
• 3 years’ experience in a customer service-related field

PREFERRED REQUIRMENTS 

• Associate degree
• SAP experience
• Microsoft Dynamics experience

Personal Trait Profile

• Communication—must be able to effectively communicate in both written and verbal forms
• Positive attitude – does what it takes to successfully accomplish goals
• Cooperative – doing or willing to do what is asked or required
• Soft skills – ability to engage customers verbally in a professional manner
• Teamwork –must be willing and able to work closely with other departments, peers in a professional and respectful manner.
• Ability to influence others – must be able to inform, convince,