Customer Service Representative, RMA • Customer Support

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 an 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!

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:

• 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…