Customer Service Representative

3 days ago

Johannesburg, Gauteng, South Africa Stryker Group Full time

Job Mission / Purpose:

  • To offer a professional communication link between Stryker and our customer base for the placing of orders, raising of queries, requests of information and general support.

  • To provide a high standard pro-active support facility to Sales Representatives and Technical Services engineers.

  • To seek opportunities of improving the service that is provided for our external/internal customers.

  • To actively promote and support Stryker's Sales Activities.

  • To seek opportunities of improving our services as a sales tool.

  • To support the wider Customer Logistics team as a whole when and if required.

Key Activities & Responsibilities:

  • To offer our customers a first class service to complement the rest of the Stryker Corporation.

  • Processing of sales orders.

  • Processing quotations, if needed.

  • Processing invoices, if needed.

  • Maintenance and promoting growth of our automated ordering systems.

  • Managing On Time In Full KPIs to ensure timely delivery of products to meet customer requirements.

  • Trying to meet Service Levels / KPIs.

  • Pro-actively seek methods of improving the services provided by the department.

  • The department supports the sales and, where necessary, the marketing teams, in their endeavors to achieve the company sales targets.

  • To support the wider Customer Logistics team as a whole when and if required.

Job Dimensions:

  • Customer Service Rep will not have any direct reporting responsibilities; however, you will be expected to act as a role model and manage processes that are performed by the team.

  • You will be expected to be flexible in terms of assisting the team in times of high volumes of workload and priority, such as month and quarter end.

  • As a Customer Care Specialist, you will lead by example, driving the following aspects of the department:

  • Operational KPIs as specified by the departmental Supervisor.

  • Team Engagement.

  • Departmental projects and initiatives.

  • Productivity in the department.

  • Processes are followed, and opportunities for improvement are identified and actioned.

Education/Experience:

  • Proven communication and writing skills.
  • Customer care experience.
  • Computer skills.
  • Minimum Matric or equivalent qualification.

Essential:

  • 2 years' experience as an operative/specialist in your area (either in Stryker or elsewhere).
  • Demonstrated previous team leading experience.
  • Evidence of involvement in the continuous improvement of the department's processes, focusing on Quality, productivity, and Customer Engagement.
  • Active involvement in team engagement.
  • Must be energetic and of a personable nature.
  • Clear communication skills are necessary.
  • Accuracy and attention to detail are essential.
  • Pro-active and the ability to consider the wider picture are important.
  • Must be conscientious, committed, focused, and professional in their work ethics.
  • Ability to handle numerous tasks at any given moment and to work under pressure.
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