Customer Service Representative - RMA, Customer Support

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 ensure the accurate management and maintenance of customer, asset, and service data within SAP and other business systems. This role is responsible for entering and validating customer information, processing customer Service Level Agreements (SLAs) and warranty entitlements, verifying asset ownership, and ensuring data accuracy throughout the customer lifecycle.

The Customer Service Representative serves as a key liaison between customers and internal departments by maintaining accurate records, processing transactions, responding to customer inquiries through CRM platforms, email, and phone communications, researching discrepancies, and supporting operational activities. Success in this role requires strong attention to detail, data accuracy, organizational skills, and the ability to follow established processes while providing exceptional customer service.

Essential Duties and Responsibilities:

• Provide exceptional customer service and timely follow-through to internal and external customers through phone, email, CRM systems, and other communication channels.
• Serve as a primary point of contact for customers, dealers, and internal departments by coordinating information, responding to inquiries, and facilitating issue resolution.
• Process customer SLA requests by validating warranty coverage, service entitlements, contract terms, and supporting documentation while ensuring compliance with established procedures.
• Research and resolve customer inquiries related to warranties, service contracts, asset ownership, equipment history, account information, and service eligibility.
• Utilize SAP, CRM, and other business systems to accurately enter, maintain, and update customer, asset, and equipment information while ensuring data integrity across systems.
• Effectively manage workload and prioritize tasks to meet customer expectations, service level commitments, and organizational objectives.
• Collaborate with internal departments to resolve customer issues, maintain accurate records, and support efficient business operations.
• Identify opportunities for process improvement that enhance customer satisfaction, improve data accuracy, and streamline operational workflows; partner with leadership to implement approved solutions.
• Record customer product quality complaints in accordance with complaint handling guidelines and standard operating procedures, ensuring appropriate escalation to Quality for further review and processing.
• Consistently follow documented procedures, work instructions, and company policies to ensure accuracy, compliance, and operational excellence.
• Perform other duties as assigned.
• Up to 5% travel.

Job Requirements:

Qualifications

• The ideal candidate will possess strong attention to detail, a commitment to data accuracy, and the ability to manage multiple priorities in a fast-paced environment.
• This position requires excellent analytical, organizational, and customer service skills, along with the ability to navigate multiple business systems while ensuring compliance with established procedures and service commitments.
• Candidates must demonstrate a high degree of accuracy when entering and maintaining customer, asset, warranty, and SLA information. The ability to work independently, collaborate effectively across departments.

Ability to work standard departmental hours of 40 hours per week, including holidays and overtime as business needs require.

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

Expectations:

• Customer Focus & Professional Communication – Dedicated to meeting the expectations of internal and external customers through exceptional service.
• Communicates effectively in both written and verbal forms while maintaining a professional, respectful, and customer-focused approach.
• Attention to Detail & Accuracy – Demonstrates a high level of accuracy when entering, validating, and maintaining customer, asset, warranty, and SLA information. Consistently ensures data integrity and compliance with established procedures.
• Cooperative – doing or willing to do what is asked or required
• Teamwork & Collaboration – Works effectively with peers, leadership, and cross-functional teams to achieve shared objectives. Demonstrates cooperation, respect, and a willingness to support team success.
• Results orientation – must deliver results
• Problem Solving & Decision Quality – Uses sound judgment, analysis, and experience to identify root causes, resolve issues, and make effective decisions. Responds quickly and accurately to customer concerns, data discrepancies, and operational challenges.
• Cultural Awareness & Inclusion – Respects diverse perspectives, backgrounds, and experiences while fostering an inclusive and collaborative work environment.

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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.

For Field Sales roles, the salary range listed reflects base pay only and does not include incentive pay opportunities under the applicable sales compensation plan

$21.50 - $25.30 per hour

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.