Customer Service Representative, RMA • Customer Support

Envista Holdings Corporation•Quakertown, PA

13d•$22 - $25•Onsite

About The Position

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. 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.

Requirements

HS Diploma or equivalent
1-3 years’ experience in a customer service-related field
Strong attention to detail, a commitment to data accuracy, and the ability to manage multiple priorities in a fast-paced environment.
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.
Demonstrate a high degree of accuracy when entering and maintaining customer, asset, warranty, and SLA information.
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.

Nice To Haves

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

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.

Benefits

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!