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.

• 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.

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. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .