Job Description:

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

Job Code: 10856

Pay Grade: US-C12

Description

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 70 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.

KARL STORZ SE & Co. KG (KST), 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 70 years, KST 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.

KARL STORZ Endoscopy-America, Inc. (KSEA), an affiliate of KST, is headquartered in El Segundo, California, and is responsible for all U.S. distribution and sales of endoscopes, instruments, imaging systems, electromechanical devices, and OR1® operating room integration technologies.

ROLE OVERVIEW

KARL STORZ is currently seeking a Case Manager to join the Customer Service Department's Operations Group based in El Segundo, CA. Reporting to the Customer Support Operations Supervisor, the primary responsibility of this role is to handle all approvals/follow-up/complex issues/escalations from External Support.

KEY RESPONSIBILITIES

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

- Conducts situational research for customer problem resolution. Support First Line Support Coordinators by performing necessary follow-ups related to SAP. Responsible for following-up on cases averaging 1,200 per month.

- Responsible for facilitating approvals for IQS, SCAs.

- Books trade orders; creates ProForma invoices.

- 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.

- Prepares credit and debits to adjust accounts.

- Stays current on promotions, procedures, policies, product updates and system changes: proactively informs a sales representative on new information. Prepares discount authorizations while obtaining appropriate approval.

- Teams up with Relationship Managers; contributes in improving customer satisfaction by supporting the Sales Force through the Account & Order Management Program and Key Account Visits.

- Participates in new employee training program.

- Processes purchase orders with amounts greater than $10K.

- Gains stakeholders' trust and respect by consistently delivering on expectations.

- Uses diplomacy and tact to diffuse tense situations.

- Represents own interests and yet is fair to others.

- Influences others.

- Actively builds relationships with internal or external customers and able to set realistic expectations.

- Has the patience to hear people out completely.

- Responds to challenging messages using positive positioning.

- Communicates succinctly.

- Shares knowledge when necessary.

- Translates technical information to ensure understanding.

- Uses and promotes calm dialogue.

- Unbiased and trustworthy in situations that involve personal conflicts of interest.

- Can organize people into teams.

- Promotes teamwork.

- Collaborates with own and other teams.

- Has the capability and knowledge base to share technical skills with others.

- Experiments with new processes, tools, or technologies to determine applicability.

- Creatively uses assets & resources in order to conserve while maintaining quality.

- Greater awareness of products and promotions, as well as the functionality and use.

- Articulates and solves complex problems.

- Identifies trends and recommend solutions.

- Holds oneself accountable.

- Does the right thing right the first time.

- Engages in two-way dialogue with others about work plans.

- Gets things done, both through official channels and the informal network.

- Develops varied skills and approaches to respond to different situations.

- Works to deploy strengths, compensating for weaknesses and limits.

- Incorporates feedback about products and processes.

- Looks for ways to do things more efficiently.

- Suggests a plan of action without having the total picture.

- Manages multiple priorities and deadlines successfully and handles stressful situations accordingly.

- Rises to challenges, accepting risk and uncertainty.

REQUIREMENTS

Our successful candidate will have excellent written and spoken English language business communication skills. They will also have demonstrated success working in a collaborative, service-oriented team environment.

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 experience.

- Possesses exceptional organizational skills and the ability to multi-task.

- Exceeds all the basic requirements for an Account Coordinator.

- Possesses good critical thinking skills.

- Viewed as a 'resource' among peers.

- Able to provide leadership for the Account Coordinators in the absence of the Management Team.

- 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.

- The ability to prioritize work is critical.

- Good business writing skills are required.

- Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical.

- The ability to read, interpret and understand (for the purposes of providing customers with appropriate information) documents, operating instructions, maintenance instructions, and procedure manuals is required.

- The ability to locate technical information efficiently when working with customers on the telephone, is required.

- The ability to effectively use computer systems, including the Company's quote systems, is required.

- The ability to use general office equipment, including telephone, adding machine, copier, fax, etc., is required.

- Ability to calculate figures and amounts, such as percentages when processing orders or account adjustments is also required.

*Field sales, internships and part-time employees are not eligible for paid time off except for where required by state law.

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.

KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment.

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Working at KARL STORZ during COVID-19

KARL STORZ will continue to maintain a safe work environment for our employees. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking. The impact and/or company-issued personal

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