Customer Service Representative_Johannesburg
Stryker
Johannesburg, Gauteng, South Africa
1d ago

Job Description

This is an individual contributor role that requires the use of judgement in applying professional expertise and is expected to work independently with minimal supervision.

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.

  • 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.
  • Process orders received by fax, e-mail and telephone prior to 4pm.
  • Ensure that correct account, correct quantity and item code applied are used.
  • Ensure that relevant discount is applied
  • Provinding feedback to customers on the out where necessary
  • Complete and fax or e-mail the backorder letter to the customer
  • Confirm and correct customer accounts details for Short term consignments
  • Confirm usage for short term and long term consignments
  • Confirm with the private administrator for the order number an patient details and invoice the client the same day.
  • Handling of customer queries
  • Providing interdepartmental peer support
  • Maintaining records of all transactions processed
  • Work From Home : NoTravel Percentage : 0%

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