• Customer Service Specialist Jobs in South Africa - 23837719

  • South Africa
  • Save Job
  • 4 - 7 Years
  • Posted : above 1 month

Job Description:

Job Mission

Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries Reviews warranty claims Develops and manages return materials authorisation (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved

Generate daily outstanding Short-term Consignment (STC) report and communicate results to Sales Staff
Generate daily invoice report and reconcile against STC report; action any discrepancies as needed
Generate daily back order report on sales orders, reconcile against promise date and communicate to designated team member for back order letter to be sent
Generate monthly credit report and analyse root cause; report findings to Supervisor/Manager
Monitor credit note location and present recommendations/action as needed to keep within target threshold
Lead key data integrity maintenance projects related to customer and order information
Identify opportunities for expanded use of key reports across the team; create/generate additional reports as needed to enhance visibility to improvement opportunities and support data-driven decision-making
Perform trend analysis for all reports, identify plausible solutions and present recommendations to Supervisor
Partner with key internal stakeholders to identify and create efficient ways to address improvement opportunities; partner with key internal stakeholders to implement new solutions
Partner with key internal stakeholders to quantify effectiveness of the teams improvement plans
Review departmental policies and procedures as needed but at least annually and make recommendations for improved efficiencies Draft/update departmental policies and procedures as and when required
Perform customer visits for satisfaction survey; report findings and present recommendations to Supervisor
Liaise with Management, Customer Relations, Sales, WHS, Kit Support and Customers professionally
Assist with/lead additional projects as needed

Key Talents/Skills Requirements

Stryker Citizen Demonstrates outstanding ethics at all times Treats customers and employees with respect, represents the company in the best possible light
Knowledge Advanced troubleshooting and problem-solving skills Advanced understanding of Stryker SA Operations process flows and how they impact each other Advanced knowledge of Stryker products Advanced MS Excel ability to accurately track, report and analyse data Intermediate MS Access ability to pull reports Advanced MS Outlook ability for using rules and alerts to help organise email messages Advanced communication skills both telephonically and in-person to promptly and professionally respond to all queries Advanced ability to perform transactions and look ups on ERP system Follow written, verbal & visual instructions according to company and departmental policies and procedures Ability to monitor and professionally communicate essential information with Customers, Kit Support and Sales team members
Service & Reliability Always acts with integrity and compliance when providing service support Builds deep internal customer rapport through trust, reliability and a genuine commitment to help Service orientated Exceeds internal and external customer expectations and proactively offers solutions to Sales Staff and Customers Excellent communication
Customer Relation Skills True consultative service approach, adding value and inspiring a sense of confidence for internal and external customers Acts as a Service Advisor to Customer Relations and Sales team and is a true resource to the organisation Consistently prioritises the right opportunities for SYK Proactively gains complete understanding of customer requirements and services accordingly Uses troubleshooting opportunities to grow and protect the business Can detail a number of options for Sales Staff to allow real-time service delivery with minimum disruption Shows ability to support more junior team members in their service delivery
Developing Others Shows potential and aptitude to coach all team members, raises the bar for the team Undertakes mentoring projects independently, checking in with Customer Relations Supervisor as appropriate Seeks to understand developmental needs of group and takes action to address Provide training to junior team members
Discretion/Latitude/Impact Works under consultative direction of Customer Relations Supervisor Takes on service leadership role on one or more projects of significance Collaborates with and may lead/facilitate projects with CFT/SME in determining deliverable Reports observations / problems clearly and concisely and takes appropriate actions Demonstrates developing service leadership skills intra-departmentally Failure to obtain results or erroneous decisions or recommendations would typically result in failure to achieve sales &/or major organisational objectives and adversely affect revenue &/or budget


Matric or equivalent
Technical Certification in relevant area preferred
Up to 4 years experience in an administrative &/or analytical role required
Experience in a medical environment desired
Stryker product portfolio knowledge preferred
Fluency in English, spoken & written
Advanced IT knowledge (MS Excel, MS Outlook, MS Word, MS Access, Internet)
Basic ERP system knowledge preferred

Work Environment

While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger; reach with hands and arms; balance; talk or hear
The employee must occasionally lift and/or move up to 2kg
Specific vision abilities required by the job include close vision, distance vision, colour vision, peripheral vision, depth perception, and the ability to adjust focus
The noise level in the work environment is usually moderate
Required to comply with all Health & Safety Management Systems the company has in place to eliminate or minimise occupational risk and injury to workers

Work From Home No

Travel Percentage 0 PERCENT

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Manufacturing/Industrial, Healthcare
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 15th Apr 2020

Key Skills:

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