Senior Supervisor, Customer Service
Job in
Johannesburg, 2000, South Africa
Listing for:
Stryker South Africa (Pty) Ltd.
Full Time
position
Listed on 2026-01-31
Job specializations:
-
Customer Service/HelpDesk
Client Relationship Manager, Customer Success Mgr./ CSM
-
Management
Client Relationship Manager
Job Description & How to Apply Below
Work Flexibility:
Onsite
Summary:
The Customer Service, Senior Supervisorhas direct reporting for the Customer Service Representatives (GG9) and/or Senior Customer Service Specialists(GG10). The Customer Service, Senior Supervisorisfully responsible for the day-to-day running of the team, the training of their team members, processes within theteamand the service that is provided. The Customer Service, Senior Supervisorisalso responsible for the performance management, development and engagement of theirteamand driving key initiatives.
Customer Service, Senior Supervisorhasstrong knowledge of the processes but will be supported bythe specialists. They will beclosely supported by their direct line manager.
What you will do :
Processing orders and creditsArranging returns and collections and handling proof of delivery and pricing requestsHandling incoming e-mails and callsProactively communicating with internal & external customersInvestigating and resolving invoice disputesLogging and follow up of issue resolution and related communication back to the customerManages the team of Customer Service reps (GG9) and/or Senior Customer Service Specialists (GG10), incl. performance, development, engagement and pay decisionsTakes responsibility for problem solving issues, identifying improvements, and escalating issues to their direct managerMonitoring KPIs and taking action to ensure all SLAs and KPIs are metWhat you need :
Required:
College or university diploma/degree, or equivalent relevant experience5-6 years in a customer facing role (+7 if no degree)2-3 years of (can be informal) team / project managementAbility to recruit, develop and engage high performing teamsRequires thorough functional knowledge of the end-to-end supply chain and OTC Processes, from within Stryker or from external experience.Advanced knowledge of MS Excel, MS Outlook, MS Word, InternetGood ERP system knowledgeKnowledge of Power BI and data analysisFluency in English, spoken and writtenPreferred:
Lean Green BeltProject Management certificationExperience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)Knowledge about rules and laws in the medical device environmentExperience with continuous / process improvementExperience of managing a team within a matrix organisationCompetencies / Behaviors
Excellent interpersonal skills are required in the Senior Supervisor roleA high degree of relationship building skills, self-awareness and emotional intelligence is requiredAble to coordinate with project groups to develop solutions to problemsUnderstands what is needed to accomplish project objectives and establish appropriate goals and priority. Demonstrate clear evidence of objective measurement of their achievementsAbility to work on their own initiative, prioritizing and organising workload for themselves and their teamSelects effective approaches to solving issues, based on available information and business objectives, and mobilizes teams and stakeholders to implement solutionsHighly customer focusedStrong collaborator which sets high performance standardsStrong internal drive and motivation to make a difference and add value to an organisationPositive, optimistic mindset and can-do attitudeProactive - A self-starter who has a pro-active and independent personality, ability to manage their own workload and prioritise appropriatelyActs with integrityDecision Making/Judgement - Selects effective approaches to solving issues, based on available information and business objectives. Understands and considers impact of decisionsInnovation & Creativity - Develops and champions new ideasRelationship Builder - Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness Travel Percentage: 10%
Position Requirements
10+ Years
work experience
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