Customer Service Representative

Work Flexibility: Onsite

Job Mission / Purpose:

• To offer a professional communication link between Stryker and our customer base for the placing of orders, raising of queries, requests of information and general support.

• To provide a high standard pro-active support facility to Sales Representatives and Technical Services engineers.

• To seek opportunities of improving the service that is provided for our external/internal customers.

• To actively promote and support Stryker’s Sales Activities.

• To seek opportunities of improving our services as a sales tool.

• To support the wider Customer Logistics team as a whole when and if required.

Key Activities & Responsibilities:

• To offer our customers a first-class service to complement the rest of the Stryker Corporation.

• Processing of sales orders.

• Processing quotations, if needed.

• Processing invoices, if needed.

• Maintenance and promoting growth of our automated ordering systems.

• Managing On Time In Full KPIs to ensure timely delivery of products to meet customer requirements.

• Trying to meet Service Levels / KPIs.

• Pro-actively seek methods of improving the services provided by the department.

• The department supports the sales and, where necessary, the marketing teams, in their endeavors to achieve the company sales targets.

• To support the wider Customer Logistics team as a whole when and if required.

Job Dimensions:

• Customer Service Rep. will not have any direct reporting responsibilities, however you will be expected to act as a role model and manage processes that are performed by the team.

• You will be expected to be flexible in terms of assisting the team in times of high volumes of workload and priority such as month and quarter end.

• As a Customer Care Specialist, you will lead by example, driving the following aspects of the department:

• Operational KPIs as specified by the departmental Supervisor.

• Team Engagement.

• Departmental projects and initiatives.

• Productivity in the department.

• Processes are followed and opportunities for improvement are identified and actioned.

Education/Experience:
• Proven communication and writing skills.
• Customer care experience.
• Computer skills.
• Min Matric or equivalent qualification.

Essential:
• 2 years' experience as an operative/specialist in your area (either in Stryker or elsewhere).
• Demonstrate previous team leading experience.
• Evidence of involvement in the continuous improvement of the department's processes, focusing on Quality, productivity, and Customer Engagement.
• Active involvement in team engagement.
• Must be energetic and of a personable nature.
• Clear communication skills are necessary.
• Accuracy and attention to detail is essential.
• Pro-active and the ability to consider the wider picture are important.
• Must be conscientious, committed, focused, and professional in their work ethics.
• Ability to handle numerous tasks at any given moment and to work under pressure.

Travel Percentage: None