Customer Service Representative

3 weeks ago


Johannesburg, South Africa Stryker Full time

**Why join Stryker?**: Looking for a place that values your unique talents? Discover Stryker's award-winning culture.
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.
**Job description**: We are excited to be named one of the World’s Best Workplaces by Fortune Magazine
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.

Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

Essential duties & Responsibilities:

- Processing orders, credits, loan kit queries, repair order requests
- Arranging returns and collections and handling proof of delivery and pricing requests
- Proactively communicating with internal & external customers
- Investigating and resolving invoice disputes
- Logging and follow up of issue resolution and related communication back to the customer
- Demonstrate knowledge in at least one or more complex areas / processes
- Taking ownership of specific areas of responsibility such as key accounts, complex orders (eg. capital orders, lot consumption)
- Effectively prioritize the tasks within these areas
- Take ownership of complex queries related to these areas
- Investigating and resolving invoice disputes and pricing queries
- Perform the training for junior or new members of the team
- Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
- Work on improvement of processes with other departments as well as internal procedures
- Perform follow up investigations into ensuring the team are meeting the KPIs and SLAs.
- Act as a mentor for more junior customer service representatives
- Complex tasks with wider area of expertise, improvement of internal procedures and processes across teams

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.



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