Customer Service Representatives

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.

• 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 elevate 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.

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.

Pay rate will not be below any applicable local minimum wage rates.