Case Manager
4 weeks ago
We are seeking a highly skilled and customer-focused Case Manager to join our team. As the primary point of contact for our customers and sales executives, you will play a vital role in driving business growth and delivering exceptional customer experiences. Your expertise in order management, problem-solving, and communication will ensure seamless interactions and resolve complex customer issues.
KEY RESPONSIBILITIES:
- Respond to incoming customer inquiries via phone, email, or other channels, providing timely and accurate solutions.
- Manage orders, Return Materials Authorizations (RMAs), and other customer requests from quote to delivery.
- Serve as a trusted advisor to 20-30 sales executives in a designated U.S. Sales Region, ensuring their business expectations are met.
- Conduct thorough research to resolve customer complaints and escalate complex issues for root cause analysis.
- Proactively follow up on order management tasks, including backorders, invoice issues, and order blocks.
- Collaborate with cross-functional teams to resolve customer issues, including Accounts Receivable and Logistics.
- Facilitate new account creation, quote approvals, and special authorizations.
- Prepare credit and debit memos as required.
- Stay up-to-date on company promotions, policies, procedures, product updates, and system changes.
REQUIREMENTS:
- 3-5 years of customer service and call center experience or 3 years of account management experience.
- High School Diploma required; some college units preferred.
- Excellent interpersonal, problem-solving, and communication skills.
- Proven ability to manage multiple priorities, think critically, and work in a fast-paced environment.
- Strong business writing skills and ability to interpret policy and procedure documentation.
- Proficient in using company computer systems, general office equipment, and able to calculate figures and amounts.
ADDITIONAL REQUIREMENTS:
- Experience with SAP or similar ERP systems and customer relationship management (CRM) software is a plus.
- Must be comfortable working in a call center environment with frequent phone interactions.
- Occasional remote work may be required during disaster recovery scenarios or drills.
WHAT WE OFFER:
- Opportunity to work in a dynamic and supportive team environment.
- Professional development through new employee training programs and ongoing training.
- Collaborative culture that values open communication and teamwork.
- Opportunity to drive business growth and improve customer satisfaction through exceptional service.
WHO WE ARE:
KARL STORZ is an independent, family-owned company headquartered in Germany's renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and OR integration to benefit patients and healthcare providers alike.
With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create-it's about the lives we change, together.
Eligible Employee Benefits
- Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too
- 3 weeks vacation, 11 holidays plus paid sick time
- Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
- 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year - Tuition pre-imbursement
- Fitness reimbursement of up to $200 annually
- And much more
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. Employees must comply will all applicable KARL STORZ policies and procedures.
Credentialing requirements at KARL STORZ
KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
Pay Transparency
The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
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 taoperations@karlstorz.com.
Get in Contact
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