Location: **Johannesburg** As a Customer Service Specialist, you will play a key role in delivering operational excellence and an outstanding customer experience within Stryker’s South Africa business. Acting as a central point of 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) + 1–2 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 be **Senior Supervisor, Customer Service** . We are looking to hire multiple candidates for this position; we have 2 openings available for the same role in Johannesburg. 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. Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.