Customer Service Senior Specialist

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