Customer Service Representative, RMA

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* Job Description:

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* _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._

+  _New_  _ly 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.

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* Essential duties and responsibilities:

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* + 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 customer 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

** Qualifications*
* 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…