Customer Service Representative, RMA

Customer Service Representative

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. 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 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 problem-solving and decision-making skills with the ability to handle a variety of customer situations. Ability to work standard departmental hours of 40 hrs/per week, in addition to holidays and overtime as needed.

Job Requirements

Minimum requirements:

• HS diploma or equivalent.
• 1-3 years' experience in a customer service-related field.

Preferred requirements:

• Associates degree.
• 2+ years of contact center experience.
• Experience with Customer Relationship Management Systems (CRM).
• Experience utilizing SAP.

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$43,100 - $56,600

Operating Company: DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.