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Service Case Manager

3 months ago

Auburn, Massachusetts, United States Karl Storz Endoscopy-America Full time
I. POSITION SUMMARY

The Service Case Manager is the ambassador and voice of KARL STORZ. The primary responsibility of this position is interaction with internal and external customers concerning medical device repairs and generation of repair-associated information and reports. The position must maintain smooth and timely flow of repairs and customer inquiries. Coordinators must continually absorb knowledge on repair services assuring the highest possible level of customer satisfaction.

II. MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS
  • A minimum education level of a High School Diploma or GED required
  • Associate's or Bachelor's Degree preferred.
  • 3-5 years previous customer service and call center or related experience is desirable.
  • A broad understanding of policies, procedures, and the importance of customer satisfaction are essential to operations.
  • Coordinators must be motivated and organized to perform duties in a timely manner, adhering to guidelines and established time frames.
  • Position requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, and verbal communication
  • Prior experience using MS Word, MS Excel, and MS Outlook are required; prior experience using SAP is highly desirable.
  • Candidates must also possess solid business writing skills, problem solving skills, and the ability to calculate figures and amounts (such as percentages) when processing orders or account adjustments.
  • Knowledge of medical terminology is strongly preferred, as this individual will also be required to learn the necessary medical terminology to function effectively in the role.
III. ESSENTIAL FUNCTIONS

PHYSICAL REQUIREMENTS
  • Must be punctual, able to sustain attendance guidelines, and work hours as assigned.
  • Occasionally required to lift units and handle instruments up to 20lbs
  • Position also requires sitting for long periods of time.
  • Ability to sit at a computer for most of the workday.
  • Ability to use the phone for prolonged periods throughout the day.
  • Use of standard office equipment.
MENTAL REQUIREMENTS
  • The position requires good organizational skills to maintain prioritization of responsibilities and workload.
  • Decisions must be consistently made concerning the disposition of product. This includes resolving issues concerning exchanges, repairs, new purchases, Sales Rep. involvement, and pricing. These decisions should reflect the best interests the customer, KSEA, and the effect on future business.
DUTIES AND RESPONSIBILITIES (Other duties consistent with the general nature

and focus of the position and/or the goals and objectives of the department may be assigned.)
  • Manages all external customer calls regarding orders, availability of equipment, returns etc
  • Answers incoming ACD calls when not working on dedicated sales rep issues and when needed. Inputs orders and RMA's (Return Materials Authorization) into the computer while using appropriate text. Fulfills customer requests, regarding orders, pricing, substitutions, repairs, loaner equipment, etc.
  • Partners with the Inbound Relationship Manager to work through complex service-related issues for the customer.
  • Primary responsibility is Service but has the ability to assist with Sales as needed.
  • Contact customers in reference to repair orders, repair authorization, unrepairable items, and repair/exchange options.
  • Process repair orders for shipping.
  • Creates invoices for repairs.
  • Ensures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements.
  • Creates orders from hard copy PO's received via fax from hospitals, clinics, and doctor's offices.
  • Conducts situational research for customer problem resolution.
  • Prepares credit and debits to adjust accounts.
  • Stays current on promotions, procedures, policies, product updates and system changes. Prepares discount authorizations while obtaining appropriate approval.
  • Specific duties include customer order processing, data input and fulfilling customer requests regarding order status, pricing and substitutions.
  • Assures prudent product returns to customers.
  • Determine disposition of unrepairable items concerning customer notification and inventory adjustment of replacement and exchange parts.
  • Assist in training new hires once experience level has been established.
  • Processes warranty replacement orders, and reconciles billings of these items on a timely
  • Runs and distributes notification, billing, and tracking reports in the absence of management.
  • The performance of the Service Support Department is best measured by its ability to keep up with its function within reasonable work hours.
  • Focuses on problem resolution with KSI/ KSE on repair shipments.
  • Must be able to multi-task.
  • Must be able to work under pressure.
  • Must be able to learn new tasks quickly.
  • Must be able to deal with constant change (flexible).
  • Must be able to work independently.
  • Must be able to work overtime as needed.
F. INTERPERSONAL AND COMMUNICATION SKILLS
  • Incumbent must pay attention to details in order to provide accurate information and options to customers, to interact with Customer Service, Sales Reps., and other departments and be sure all are considered. Customer Service and Upper Management depend on information provided by this position in the text of sales orders and RMA's.
IV. OTHER FUNCTIONS

OTHER DUTIES AND RESPONSIBILITIES (Other duties consistent with the general nature and focus of the position and/or the goals and objectives of the department may be assigned.)
  • Rectify many customer issues concerning evaluations, authorizations, exchanges, replacements, and pricing.
  • Generate Ideas for Continuous Improvement and works with stakeholders to implement within Customer Support.
  • Complete all work within SLA timeframe and assists teammates to balance workload among the team.
  • Work well in a team environment and drives collaboration among the team.
  • Maintaining open service order reports.
  • Run and maintain weekly and monthly reports.
  • Provide backup support where needed within the department.
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