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.    

The primary function of this position is to respond to ensure that all aspects of the RMA process are completed in a timely and efficient manner. Process steps include responding to order inquiries, processing return labels, entering warranty orders, and advising on warranty questions. 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 transactions and responses to inquiries
• Follows documented procedures
• Ability to de-escalate customer situations in order to obtain first call resolution (FCR).
• Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests
• On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.
• Other duties as assigned
• Up to 5% Travel

Job Requirements:

Excellent written and verbal communication skills are needed as well as proficient in MS Word and Excel.  Excellence in accuracy and attention to detail.  Strong problem-solving and decision-ma