Lead Representative(Customer Service) at Stryker

The Job’s Mission 

• Responsible for acting as a liaison between internal and external customers and companies. Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries

Key Activities & Accountabilities 

• Maintains direct contact with customers before and/or after the sale.
• Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). 
• Works with various departments to meet maintenance services sales goals. 
• Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. 
• Focus of work may be in pre-sale or post-sales or both.
• Pre-sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognises new business opportunities.
• Post-sale: Responds to customer inquiries (RMA, status, delivery, etc.).
• Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognises add-on business opportunities.

Primary function

• Resolve customer complaints via phone, email, mail, or
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Place or cancel orders.
• Utilise computer technology to handle high call volumes.
• Work with customer technical service manager to ensure proper customer service is being delivered.
• Close out or open call records.
• Help with shipping loan and demo units to customer
• Collecting and distribute spare parts
• Following up on PO/POD

Education

• This position requires professional mastery of a specialised field of expertise that typically requires matric or a college degree or equivalent.