Location: Johannesburg 

As a Customer Service Representative based in Johannesburg, you will play a pivotal role in delivering exceptional service and operational excellence to Stryker’s customers across South Africa. Acting as a key point of contact before and after product transactions, you will ensure seamless coordination between customers, commercial teams, logistics, finance, and service functions.

What You Will Do 

• Manage direct customer interactions before and after product transactions, ensuring accurate and timely communication. 

• Support commercial and service teams by maintaining strong customer relationships that positively impact service and product revenue. 

• Collaborate cross-functional support for maintenance of service targets and operational objectives. 

• Respond to customer inquiries related to pricing, product literature, RMAs, delivery status, warranties, invoicing, and scheduling. 

• Coordinate production, shipping, and invoicing activities while resolving related issues efficiently. 

• Assess warranty claims, schedule repair resources, and manage returns, collections, and proof of delivery documentation. 

• Process orders and credits accurately in line with internal procedures and documentation standards. 

• Investigate and resolve invoice disputes, ensuring appropriate follow-up and communication with customers. 

• Proactively communicate with internal and external stakeholders to ensure transparency and alignment. 

• Identify additional business opportunities and escalate insights where relevant. 

• Log and track issue resolution, ensuring proper documentation and feedback to customers. 

• Mentor and support junior Customer Service Representatives, assisting supervisors with task coordination when required. 

• Work collaboratively across divisions on cross-functional and customer-specific topics. 

• Continuously seek opportunities to improve processes, service levels, cost efficiency, and quality standards. 

What You Will Need 

Required: 

• Matric (essential) 

• NQF5 or NQF6 qualification (or equivalent) 

• Professional working proficiency in English 

• Minimum 5 years’ experience in customer service or a related operational field 

• Strong expertise in order management and contact center environments 

• Excellent understanding of customer service process flows and documentation practices 

• Advanced knowledge of MS Excel, MS Outlook, MS Word, and internet tools 

• Good ERP system knowledge 

• Ability to work independently, prioritize workload, and make sound operational decisions 

• Strong problem-solving skills and ability to remain calm under pressure 

• High customer focus and collaborative mindset 

• Integrity, accountability, and willingness to adopt lean methodologies 

Preferred: 

• Tertiary education (college or university degree) or currently studying toward a qualification 

• Experience in business process analysis 

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

Please note: 
In this role, you will report to the Supervisor, Customer Service. 

We are looking to hire multiple candidates for this position; we have nine openings available for the same role in Johannesburg.