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Case Manager, E Commerce

Company: KARL STORZ Endoscopy - America
Location: Framingham
Posted on: August 4, 2022

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 12675

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.

Job Summary:

KARL STORZ is currently seeking a Case Manager to join the Customer Service Department's Operations Group based in El Segundo, CA or Auburn, MA. The primary responsibility of this role is to process, release and manage orders, solve complex issues, propose and execute solutions, and provide support and collaborate with field team members. This position reports to the E-Commerce Manager, Customer Support Operations.

This position can be in Auburn, MA or El Segundo, CA.
Essential Functions:

Key responsibilities will include, but may not be limited to:

  • Manages one and supports all E-Commerce channels within the vertical: GHX, EDI, EP1, POC, OCC-Fax, Government and Special Accounts.
  • Identify trends within the responsible channel. Recommend and implement solutions to increase efficiency and customer satisfaction.
  • Conduct root cause analysis (RCA) to determine the cause of an issue. Recommend and implement a solution.
  • Conduct situational research for customer problem resolution.
  • Process, audit, release and manage orders. As a team, responsible for 10,000+ orders per month.
  • Responsible for order management.
  • Prepare and analyze reports, as needed.
  • Responsible for facilitating approvals for IQS and SCAs.
  • Answer incoming ACD calls when not working on customer or field team member issues.
  • Fulfill customer requests and inquiries, regarding orders, pricing, substitutions, repairs, loaner equipment, etc.
  • Stay current on promotions, procedures, policies, product updates and system changes: proactively communicates with field team members, as needed, regarding new information.
  • Prepare credit and debits to adjust accounts.
  • Collaborate with A/R team to reconcile accounts and solve billing issues.
  • Collaborate with field team members and other internal teams to address and resolve customer account issues and pain-points.
  • Team up with Inbound Relationship Managers to execute on large deals, multi-service deals and customer account issues, as applicable.
  • Participate in new employee training program. Qualifications:
    • Detail-oriented with a focus on 100% order accuracy.
    • Possesses exceptional organizational skills and the ability to multi-task.
    • Possesses good critical thinking skills.
    • Actively builds relationships with internal and external customers.
    • Gains stakeholders' trust and respect by consistently setting and delivering on expectations.
    • Excellent interpersonal skills, telephone etiquette and verbal communication skills are required. "Strong" product knowledge, understanding of KSEA resources and excellent problem solving skills are required.
    • Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical.
    • Communicates succinctly and responds to challenging messages using positive positioning.
    • Ability to work on their own, but also as a team, promoting teamwork and collaboration.
    • Experiments with new processes, tools, or technologies to determine applicability.
      Additional requirements include, but are not limited to:
      • A minimum education level of a(n) High School Diploma or some college units required.
      • 5 to 9 years of Customer Support experience.
      • EDI order management experience, a plus
      • SAP experience, a plus.
      • Ability to calculate figures and amounts, such as percentages when processing orders or account adjustments is also required.

        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 .

          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, Framingham , Case Manager, E Commerce, Executive , Framingham, Massachusetts

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