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Customer Support / Case Manager

Company: KARL STORZ Endoscopy - America
Location: Worcester
Posted on: November 19, 2021

Job Description:

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 effectiveness.

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

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 executives.
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 colleagues.
Responsible for facilitating approvals for quotes and special authorizations.
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 training.
Attend and engage in department-level meetings and team huddles.

Key Requirements

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 team environment.
A minimum education level of a High School Diploma; some college units preferred.
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 documentation.
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 Statement
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 TaleoAdministrator@karlstorz.com.

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 fees.

Keywords: KARL STORZ Endoscopy - America, Worcester , Customer Support / Case Manager, Executive , Worcester, Massachusetts

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