Customer Service Specialist

3 weeks ago


Johannesburg, South Africa Stryker Full time

**Why customer service at Stryker?**:
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks - like tuition reimbursement and a wellbeing program (*Benefits vary by country)

The Customer Services Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process.

The specialist would be expected to be able to perform the majority of the tasks being done by the team, help out with complex queries and work across different stakeholders and functions to resolve issues. They would be required to assist with process review and creation, training of junior team members and ensuring the team are meeting the KPIs and SLAs.

**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 prioritise 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 organise and prioritise the tasks within your specific areas
- Work on improvement of processes with other departments as well as internal procedures
- Perform follow up investgiations into ensuring the team are meeting the KPIs and SLAs.
- Act as a mentor for more junior customer service representatives

**Know someone at Stryker?**:
**About Stryker**:
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.



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