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.

• 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.

• 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

• 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