Customer Service Specialist_Johannesburg en Johannesburg a Stryker Corporation

Fecha de publicación: 10/3/2019

Resumen de la oferta

Descripción del empleo

Job Mission

  • Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorisation (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

Job Description

  • Generate daily outstanding Short-term Consignment (STC) report and communicate results to Sales Staff.
  • Generate daily invoice report and reconcile against STC report; action any discrepancies as needed.
  • Generate daily back order report on sales orders, reconcile against promise date and communicate to designated team member for back order letter to be sent.
  • Generate monthly credit report and analyse root cause; report findings to Supervisor/Manager.
  • Monitor credit note location and present recommendations/action as needed to keep within target threshold.
  • Lead key data integrity maintenance projects related to customer and order information.
  • Identify opportunities for expanded use of key reports across the team; create/generate additional reports as needed to enhance visibility to improvement opportunities and support data-driven decision-making.
  • Perform trend analysis for all reports, identify plausible solutions and present recommendations to Supervisor
  • Partner with key internal stakeholders to identify and create efficient ways to address improvement opportunities; partner with key internal stakeholders to implement new solutions.
  • Partner with key internal stakeholders to quantify effectiveness of the team’s improvement plans.
  • Review departmental policies and procedures as needed but at least annually and make recommendations for improved efficiencies. Draft/update departmental policies and procedures as and when required.
  • Perform customer visits for satisfaction survey; report findings and present recommendations to Supervisor.
  • Liaise with Management, Customer Relations, Sales, WHS, Kit Support and Customers professionally.
  • Assist with/lead additional projects as needed.

Key Talents/Skills Requirements:

  • Stryker Citizen: Demonstrates outstanding ethics at all times. Treats customers and employees with respect, represents the company in the best possible light.
  • Knowledge: Advanced troubleshooting and problem-solving skills. Advanced understanding of Stryker SA Operations process flows and how they impact each other. Advanced knowledge of Stryker products. Advanced MS Excel ability to accurately track, report and analyse data. Intermediate MS Access ability to pull reports. Advanced MS Outlook ability for using rules and alerts to help organise email messages. Advanced communication skills both telephonically and in-person to promptly and professionally respond to all queries. Advanced ability to perform transactions and look ups on ERP system. Follow written, verbal & visual instructions according to company and departmental policies and procedures. Ability to monitor and professionally communicate essential information with Customers, Kit Support and Sales team members.
  • Service & Reliability: Always acts with integrity and compliance when providing service support. Builds deep internal customer rapport through trust, reliability and a genuine commitment to help. Service orientated. Exceeds internal and external customer expectations and proactively offers solutions to Sales Staff and Customers. Excellent communication.
  • Customer Relation Skills: True consultative service approach, adding value and inspiring a sense of confidence for internal and external customers. Acts as a Service Advisor to Customer Relations and Sales team and is a true resource to the organisation. Consistently prioritises the right opportunities for SYK. Proactively gains complete understanding of customer requirements and services accordingly. Uses troubleshooting opportunities to grow and protect the business. Can detail a number of options for Sales Staff to allow real-time service delivery with minimum disruption. Shows ability to support more junior team members in their service delivery.
  • Developing Others: Shows potential and aptitude to coach all team members, raises the bar for the team. Undertakes mentoring projects independently, checking in with Customer Relations Supervisor as appropriate. Seeks to understand developmental needs of group and takes action to address. Provide training to junior team members.
  • Discretion/Latitude/Impact: Works under consultative direction of Customer Relations Supervisor. Takes on service leadership role on one or more projects of significance. Collaborates with and may lead/facilitate projects with CFT/SME in determining deliverable. Reports observations / problems clearly and concisely and takes appropriate actions. Demonstrates developing service leadership skills intra-departmentally. Failure to obtain results or erroneous decisions or recommendations would typically result in failure to achieve sales &/or major organisational objectives and adversely affect revenue &/or budget.

Qualifications/Experience:

  • Matric or equivalent
  • Technical Certification in relevant area preferred
  • Up to 4+ years' experience in an administrative &/or analytical role required
  • Experience in a medical environment desired
  • Stryker product portfolio knowledge preferred
  • Fluency in English, spoken & written
  • Advanced IT knowledge (MS Excel, MS Outlook, MS Word, MS Access, Internet)
  • Basic ERP system knowledge preferred

Work Environment:

  • While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger; reach with hands and arms; balance; talk or hear.
  • The employee must occasionally lift and/or move up to 2kg.
  • Specific vision abilities required by the job include close vision, distance vision, colour vision, peripheral vision, depth perception, and the ability to adjust focus.
  • The noise level in the work environment is usually moderate.
  • Required to comply with all Health & Safety Management Systems the company has in place to eliminate or minimise occupational risk and injury to workers.

Work From Home: Not available

Travel Percentage: 0%

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