Customer Support / Case Manager
Company: KARL STORZ Endoscopy - America
Posted on: November 19, 2021
Company: KARL STORZ Endoscopy-America, Inc. (KSEA)
Job Code: 11712
Pay Grade: US-B12
KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a
family-owned, global company committed to benefiting humanity by
advancing medical technology through innovation and education.
For more than 75 years, KARL STORZ has been dedicated to earning
its international reputation as a leader that designs, engineers,
manufactures, and markets all its products with an emphasis on
visionary design, precision craftsmanship, and clinical
KARL STORZ is currently seeking a Customer Support / Case Manager
who is responsible for handling all approvals/follow-up/complex
issues/escalations; processing all sales and service orders. This
role will work closely with the Relationship Managers in servicing
the Sales Force to ensure the following tasks are achieved:
customer situational research, order processing, customer inquiry
and problem resolution; thereby freeing the sales representatives
to focus on selling.
Key responsibilities will include, but may not be limited to:
Answers incoming ACD calls according to published schedules. Inputs
orders and RMAs (Return Materials Authorization) into the ERP
system (SAP). Fulfills customer requests - including but not
limited to - orders, pricing, substitutions, pro-forma invoices,
repairs, trades and loaner equipment.
Responsible for at least one U.S. Sales Region. Manages the
business expectations and experience for approximately 20-30 sales
Conducts situational research for customer problem resolution and
escalates for root cause analysis as appropriate.
Performs necessary follow-ups related to order management -
including but not limited to - back orders, invoice issues, open
orders, customer complaints, and order blocks.
Initiates new account creation requests for customers and field
Responsible for facilitating approvals for quotes and special
Prepares credit and debits when required.
Stays current on promotions, procedures, policies, product updates
and system changes.
Teams up with Relationship Managers to facilitate large deals using
the White Glove Program.
Partners with cross-functional departments to resolve customer
issues and questions. (Ex: Accounts Receivables to resolve invoice
issues; Logistics to resolve delivery issues).
Participates in new employee training program and ongoing
Attend and engage in department-level meetings and team
Our successful candidate will have excellent written and spoken
English language business communication skills. They will also have
demonstrated success working in a collaborative, service-oriented
A minimum education level of a High School Diploma; some college
3-5 years previous customer service and call center experience, or
3 years previous account management experience
Excellent interpersonal skills, telephone etiquette, excellent
problem-solving skills and verbal communication skills.
Ability to consistently manage the customer experience in a
professional and courteous manner.
Possesses exceptional organizational skills and the ability to
prioritize work and multi-task are critical.
Possesses good critical thinking skills.
Good business writing skills.
The ability to read, interpret and understand policy and procedure
The ability to locate pertinent information efficiently when
working with customers.
The ability to effectively use the company's computer systems.
The ability to use general office equipment, including telephone,
copier, fax, etc.
Ability to calculate figures and amounts, such as percentages when
processing orders or account adjustments.
Ability to login to the company's network remotely during a
disaster recovery scenario and disaster recovery drills.
Available for up to 10% travel during the year.
Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for
our employees and therefore we require the COVID-19 vaccine for all
of our employees unless otherwise due to an underlying medical
condition or sincerely held religious beliefs. During the interview
process, we encourage you to ask how COVID-19 may impact the role
you are seeking and if you require a reasonable accommodation
regarding the vaccine requirement see below on the process for
requesting accommodation. Please click here to learn more about our
overall response to COVID-19.
Employee Benefits Program Overview for U.S. Locations
Medical / Dental / Vision including a state of the art wellness
program and pet insurance, too!*
3 weeks' vacation, 10 holidays plus paid sick time*
401K retirement savings plan providing a match of 60% of the
employee's first 6% contribution
Section 125 Flexible Spending Accounts
Life, STD, LTD & LTC Insurance
Tuition reimbursement of up to $5,250 per year
Fitness reimbursement up to $200 annually
Employee referral program of up to $2,000 per hire
And much more!
*Field sales, internships and part-time employees are not eligible
except for where required by state law.
Non-employees, including temporary workers and consultants, are not
eligible to participate in KARL STORZ benefits program.
KARL STORZ reserves the right to change or modify the employee's
job description whether orally or in writing, at any time during
the employment relationship. Additionally, KARL STORZ, through its
supervisors, may require an employee to perform duties outside
their normal description within the sole discretion of the
supervisor. Employee must comply will all applicable KARL STORZ
policies and procedures.
Equal Employment Opportunity & Reasonable Accommodation
KARL STORZ is committed to creating an inclusive space where
employees are valued for their skills and unique experiences. To
achieve this goal, we are committed to diverse voices and all
applicants will receive consideration without regard to race,
color, sex, national origin, disability, veteran status or any
other protected characteristic. KARL STORZ is also committed to
providing reasonable accommodations during our recruitment process.
Should you need assistance or accommodation please email us at
Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL
STORZ's Human Resources team. Human Resources will reach out to our
preferred, contracted agency partners in the rare instance
additional talent options are required. Your respect for this
process is appreciated. KARL STORZ does not accept unsolicited
Agency resumes. Resumes received which were unsolicited by KARL
STORZ Human Resources department will be ineligible for referral
Keywords: KARL STORZ Endoscopy - America, Worcester , Customer Support / Case Manager, Executive , Worcester, Massachusetts
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