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Customer Service Representative

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Stryker

16d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Logistics
  • Johannesburg

AI generated summary

  • You need a college degree or equivalent, along with a strong understanding of processes and systems, and the ability to make judgments based on practice and experience.
  • You will manage customer interactions, process orders and returns, resolve disputes, communicate proactively, mentor junior staff, and improve internal processes while prioritizing complex tasks.

Requirements

  • This position requires professional mastery of a specialized field of expertise that typically requires a college degree or equivalent.
  • Job requires a good knowledge and comprehensive understanding of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts & principles upon which the job is based.
  • The job requires the ability to make judgements based on practice and previous experience.
  • This job typically requires a degree in process or equivalent and no experience.

Responsibilities

  • 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.
  • Processing orders, credits, loan kit queries, repair order requests
  • Arranging returns and collections and handling proof of delivery and pricing requests
  • Handling incoming e-mails and calls
  • 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

FAQs

What benefits does Stryker offer to its employees?

Stryker offers a total rewards package that includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, service and performance awards, and various location-specific social and recreational activities.

What are the main responsibilities of a Customer Service Representative at Stryker?

The main responsibilities include processing orders, credits, and repair requests, handling returns and collections, managing incoming emails and calls, proactively communicating with customers, investigating and resolving invoice disputes, logging issue resolutions, and training new team members.

Is prior experience required for this Customer Service Representative position?

The job typically requires a college degree or equivalent, but no prior experience is necessary.

What skills are essential for a Customer Service Representative at Stryker?

Essential skills include the ability to prioritize tasks, communicate effectively with customers and colleagues, demonstrate knowledge in complex areas, and take ownership of specific responsibilities, as well as investigating and resolving issues.

Does Stryker provide opportunities for growth and development within the Customer Service team?

Yes, Stryker encourages mentorship and allows team members to take ownership of complex queries, which can lead to personal and professional growth within the company.

How does the role of a Customer Service Representative contribute to Stryker's mission?

Customer Service Representatives play a crucial role in ensuring efficient processing of customer requests and resolving issues, which directly supports Stryker's goal of improving patient and healthcare outcomes worldwide.

What educational background is preferred for this position?

A degree in a related field or an equivalent qualification is preferred for this role.

Will I have opportunities to collaborate with other departments?

Yes, the role involves working on improving processes with other departments and internal procedures.

What kind of environment can employees expect at Stryker?

Employees can expect an award-winning culture that values unique talents and fosters a supportive and collaborative working environment.

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Stryker

Together with our customers, we are driven to make healthcare better. #WeAreStryker

Manufacturing & Electronics
Industry
10,001+
Employees
1941
Founded Year

Mission & Purpose

Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com and careers.stryker.com. PRODUCTS: ● Reconstructive ● MedSurg ● Neurotechnology & Spine FACTS: ● 2022 Sales: $18.4 billion ● Industry : Medical Instruments & Supplies ● Employees: 51,000+ globally ● 40 Years of Sales Growth leading up to 2020 ● 44+ Manufacturing and R&D Locations Worldwide ● $1.45 billion spend on research and development in 2022 ● 12,000+ patents owned globally in 2022 ● Products Sold in Over 75 Countries ● Fortune 500 Company ● 6 consecutive years as one of Fortune's World's Best Workplaces