Location: Johannesburg
As a Customer Service Specialist, you will play a key role in delivering operational excellence and an outstanding customer experience within Stryker’s South Africa business. Acting as a central point of contact before and after product transactions, you will support customers, distributors, and internal stakeholders to ensure seamless coordination across the Order-to-Cash (OTC) process.
What You Will Do
Maintain direct contact with customers before and/or after transactions, ensuring accurate and timely communication.
Support commercial teams by building and maintaining positive customer relationships that impact service and product revenue.
Collaborate with internal departments to support maintenance service objectives and operational targets.
Work closely with customers and distributors to obtain accurate reports of equipment failures and provide detailed feedback to management.
Respond to pre-transaction inquiries regarding product literature, pricing schedules, and availability, while coordinating production and shipping timelines.
Handle post-transaction inquiries including RMAs, delivery status, invoicing questions, and warranty claims.
Resolve production scheduling, shipping, and invoicing issues efficiently and proactively.
Process orders, credits, returns, and collections, ensuring proper documentation and compliance with internal procedures.
Investigate and resolve invoice disputes, ensuring clear follow-up communication with customers.
Support process review and continuous improvement initiatives across teams and departments.
Assist in training and mentoring junior team members, contributing to knowledge sharing and team capability development.
Monitor and support adherence to KPIs and SLAs, conducting follow-up investigations when necessary.
Work collaboratively across divisions on cross-functional and customer-specific topics.
Continuously seek opportunities to improve service, cost efficiency, and quality outcomes.
What You Will Need
Required:
College or university degree, or equivalent relevant experience
Matric (essential)
1–2 years of experience if holding a degree; 5+ years of relevant experience if no degree
Strong expertise in order management and contact center environments
Excellent understanding of Customer Service process flows and documentation retention practices
Fluency in English (spoken and written)
Advanced knowledge of MS Excel, MS Outlook, MS Word, and internet tools
Good ERP system knowledge
Ability to work independently and apply professional judgment with minimal supervision
Strong problem-solving skills and ability to make sound operational decisions
High customer focus and collaborative mindset
Integrity, accountability, and willingness to adopt a lean approach
Preferred:
Experience with Business Process Analysis
Experience in reverse logistics or consignment-based industries (e.g., medical device or healthcare markets)
Please note:
The Hiring Manager for this role will be Senior Supervisor, Customer Service.
We are looking to hire multiple candidates for this position; we have 2 openings available for the same role in Johannesburg.