Customer Service Specialist

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.