Location: Johannesburg
As a Customer Service Representative based in Johannesburg, you will play a pivotal role in delivering exceptional service and operational excellence to Stryker’s customers across South Africa. Acting as a key point of contact before and after product transactions, you will ensure seamless coordination between customers, commercial teams, logistics, finance, and service functions.
What You Will Do
Manage direct customer interactions before and after product transactions, ensuring accurate and timely communication.
Support commercial and service teams by maintaining strong customer relationships that positively impact service and product revenue.
Collaborate cross-functional support for maintenance of service targets and operational objectives.
Respond to customer inquiries related to pricing, product literature, RMAs, delivery status, warranties, invoicing, and scheduling.
Coordinate production, shipping, and invoicing activities while resolving related issues efficiently.
Assess warranty claims, schedule repair resources, and manage returns, collections, and proof of delivery documentation.
Process orders and credits accurately in line with internal procedures and documentation standards.
Investigate and resolve invoice disputes, ensuring appropriate follow-up and communication with customers.
Proactively communicate with internal and external stakeholders to ensure transparency and alignment.
Identify additional business opportunities and escalate insights where relevant.
Log and track issue resolution, ensuring proper documentation and feedback to customers.
Mentor and support junior Customer Service Representatives, assisting supervisors with task coordination when required.
Work collaboratively across divisions on cross-functional and customer-specific topics.
Continuously seek opportunities to improve processes, service levels, cost efficiency, and quality standards.
What You Will Need
Required:
Matric (essential)
NQF5 or NQF6 qualification (or equivalent)
Professional working proficiency in English
Minimum 5 years’ experience in customer service or a related operational field
Strong expertise in order management and contact center environments
Excellent understanding of customer service process flows and documentation practices
Advanced knowledge of MS Excel, MS Outlook, MS Word, and internet tools
Good ERP system knowledge
Ability to work independently, prioritize workload, and make sound operational decisions
Strong problem-solving skills and ability to remain calm under pressure
High customer focus and collaborative mindset
Integrity, accountability, and willingness to adopt lean methodologies
Preferred:
Tertiary education (college or university degree) or currently studying toward a qualification
Experience in business process analysis
Experience in reverse logistics or consignment-based industries (e.g., medical device or healthcare markets)
Please note:
In this role, you will report to the Supervisor, Customer Service.
We are looking to hire multiple candidates for this position; we have nine openings available for the same role in Johannesburg.