Customer Service Representative, RMA

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  

• Competitive Pay and Bonuses.  

• PTO, Sick Time and Paid Holidays.  

• Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!  

• 401K – with exceptional company match starting DAY ONE!!!!  

• Community involvement opportunities & employee appreciation events.  

• Newly renovated, state of the art, climate-controlled facility.  

• Newly built 1200 sq fitness room.  

• Gourmet coffee, beverages, snacks, and lunches are available in our café.  

• Employee Lounge with pool table, shuffleboard and skeet ball 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 proactively manage the customer RMA process to ensure they are completed in a timely and efficient manner.  Enter RMA orders for parts as well as warranty products. Process steps include reviewing reports of customer expected returns for replacement products as well as loaner products, following up with customers to get tracking if needed, support the Operations RMA team to resolve discrepancies on customer returns versus notifications, update and create customer notifications and shipping labels, ensure quality records are updated and SAP is updated with accurate serial number information and providing support for the customer service phone team on order inquiries. Additional responsibilities include receiving and making outbound customer calls including corresponding via email, managing customer and equipment data and effective use of resources, systems and databases.

Essential duties and responsibilities:

• Provide world-class customer service, response time and follow through to internal and external customers
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments and dealer partners
• Effectively manage workload to meet customer expectations and organization’s goals.
• Identify process improvement opportunities to improve customer satisfaction and streamline processes and work with Leadership to implement improvements
• Timely processing of transactio