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DEXIS · 4 hours ago

Customer Service Representative, RMA

Quakertown, PA

Full-time

Onsite

Entry Level

$43K/yr - $57K/yr

1+ years exp

DEXIS is the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. The Customer Service Representative, RMA will manage the customer RMA process, ensuring timely and efficient handling of returns and inquiries while providing excellent customer service.

Health CareManufacturingMedical Device

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

Qualification

Customer ServiceSAPCRM SystemsMS WordMS ExcelProblem-solvingAttention to detailCommunication skills

Required

Excellent written and verbal communication skills

Proficient in MS Word and Excel

Excellence in accuracy and attention to detail

Strong problem-solving and decision-making skills

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

HS Diploma or equivalent

1-3 years' experience in a customer service-related field

Preferred

Associates degree

2+ years of contact center experience

Experience with Customer Relationship Management Systems (CRM)

Experience utilizing SAP

Benefits

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!