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.

• 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.

• 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

• Experience with Business Process Analysis
• Experience in reverse logistics or consignment-based industries (e.g., medical device or healthcare markets)

The Hiring Manager for this role will be Senior Supervisor, Customer Service.

We are looking to hire multiple candidates for this position; we have2 openings available for the same role inJohannesburg.