Location: Johannesburg
As a Senior Customer Service Specialist, you will act as a subject matter expert across all aspects of the Customer Service function, ensuring operational excellence and seamless execution of the Order-to-Cash process. Based in Johannesburg, you will support Stryker’s mission to make healthcare better by delivering a high standard of service to internal and external customers.
What You Will Do
Serve as an expert in all customer service processes and perform the full range of team responsibilities.
Process orders and credits accurately and efficiently.
Coordinate returns, collections, proof of delivery, and pricing requests.
Handle incoming emails and calls while proactively communicating with internal and external customers.
Investigate and resolve invoice disputes and complex customer queries involving multiple stakeholders.
Log, track, and follow up on issue resolution, ensuring clear communication back to customers.
Act as the first point of escalation for customer or process-related issues within the team.
Monitor KPIs and SLAs, run performance reports, and conduct follow-up investigations where required.
Collaborate closely with Sales, Finance, Compliance, and Operations to ensure service excellence.
Support the creation and maintenance of work instructions and internal documentation.
Train, mentor, and support junior team members to ensure consistent execution of processes.
Identify and implement continuous improvement initiatives across customer service workflows.
Ensure OTC (Order-to-Cash) processes, particularly Finance and Compliance components, are executed accurately.
What You Will Need
Required:
College or university degree, or equivalent relevant experience
2+ years of experience in customer service, order management, or contact center roles (5+ years if no degree)
Strong expertise in OTC processes, particularly Finance and Compliance
Experience with continuous or process improvement initiatives
Advanced knowledge of MS Excel, MS Outlook, MS Word, and reporting systems
Advanced ERP system knowledge
Proven ability to resolve complex problems involving multiple stakeholders
Strong analytical skills and ability to interpret KPI data
Professional working proficiency in English (spoken and written)
Ability to make sound decisions based on business objectives and available information
Preferred:
Lean Green Belt certification
Experience with reverse logistics and consignment-based business models (e.g., medical device or healthcare markets)
Knowledge of regulatory rules and laws within the medical device environment
Advanced understanding of operations process flows and cross-functional impacts
Consultative mindset with the ability to inspire confidence and add value to stakeholders