Case Manager

Case Manager - Customer Support

Join our world-class JD Power-certified Customer Support team as a Case Manager and become a driving force in delivering exceptional service. In this role, you'll process sales and service requests, handle escalations, and collaborate with teams to provide seamless support. Your dedication to championing customer needs will make a meaningful impact while empowering our sales force to focus on their goals.

Key Responsibilities:

• Manage sales and service requests across phone and email channels, including order booking, shipping, and approvals.
• Address complex issues, customer escalations, and conduct thorough follow-ups.
• Resolve customer inquiries through situational research and forward-thinking solutions.
• Collaborate with Relationship Managers on large deals using the White Glove Program.
• Partner with cross-functional teams to address account issues and improve the customer experience.

Qualifications:

• Associate's degree with 2+ years of experience in customer service or call center roles, Bachelor's degree, or 4+ years of experience in customer support.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency in ERP systems (SAP is a bonus) and the ability to learn new tools.
• A customer-focused attitude with strong multitasking abilities.
• Willingness to travel up to 5% annually.

Why You'll Love This Role: Become part of a supportive, innovative team where your skills drive customer satisfaction and contribute to business success. Apply now to champion the customer experience and shape the future of service excellence!

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 operating room 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.

MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

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