Case Manager at KARL STORZ Endoscopy - America

At Karl Storz, we are driven by a passion to improve lives worldwide. Our innovative medical solutions demand exceptional customer support. As a Case Manager, you will spearhead customer satisfaction initiatives, resolve complex issues, and drive business growth through outstanding service. Join our visionary team and shape the future of healthcare customer experience.

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.