Customer Service Support Representative

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 Customer Service Support Representative plays a critical role in delivering world-class support to both internal and external customers. This position is responsible for managing the end-to-end customer Return Material Authorization (RMA) process, processing sales orders, supporting international customer service functions, and maintaining accurate customer and equipment records. The role requires proactive communication, strong organizational skills, and collaboration across departments to ensure timely and efficient resolution of customer inquiries and transactions. Additional responsibilities include credit request tracking, asset management, and continuous process improvement.

Essential Duties and Responsibilities

• Provide exceptional customer service through timely response, follow-through, and resolution of inquiries via phone, email, and other channels.
• Review and process RMA orders and sales orders in accordance with documented procedures and work instructions.
• Coordinate with customers to obtain tracking information and resolve discrepancies in returns and return-to-sender shipments.
• Create and update customer notifications, shipping labels, and quality records; ensure accurate serial number data in SAP.
• Maintain and organize credit requests via spreadsheet for approval tracking.
• Support international customer service needs, including processing orders for products registered to the ordering country.
• Verify order accuracy, pricing approvals, and compliance with policy guidelines.
• Research and resolve receiving discrepancies on customer returns.
• Provide asset management support by reaching out to accounts and updating customer assets from online warranty registrations.