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 Strykers South Africa business. Acting asa central pointof 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.

What You Will Do

• Maintain direct contact with customers before and/or after transactions ensuringaccurateandtimelycommunication.

• Support commercial teams by building andmaintainingpositive customer relationships thatimpactservice and product revenue.

• Collaborate with internal departments to support maintenance serviceobjectivesand operational targets.

• Work closely with customers and distributors to obtainaccuratereports of equipment failures and provide detailed feedback to management.

• Respond to pre-transaction inquiriesregardingproduct 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.

• Assistin 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.

What You Will Need

Required:

• College or university degree or equivalent relevant experience

• Matric (essential)

• 12 years of experience if holding a degree; 5 years of relevant experience if no degree

• Strongexpertisein 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

Preferred:

• Experience with Business Process Analysis

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

Please note:
The Hiring Manager for this role will beSenior Supervisor Customer Service.

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