Job Description:

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

Job Code: 10563

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 Endoscopy-America, Inc. 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.

KARL STORZ is currently seeking an Account Coordinator to join the Customer Support Department based in our award winning , JD Power Certified Contact Center at our corporate headquarters in El Segundo, CA.

Reporting to the, Operations Supervisor, External Support, the primary responsibility of this role is to act as the ambassador and first voice of KARL STORZ to serve the customers

KEY RESPONSIBILITIES

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

The Account Coordinators strive to complete all external customer requests on the first call. The Account Coordinator answers incoming calls from Customer, Repair and FST queues, fulfills internal and external customer requests and inquiries, resolves customer problems on an as-needed basis. Specific duties include customer order processing, returns, repair orders, data input and fulfilling customer requests regarding order status, pricing and substitutions.

- Manages all external customer calls regarding orders, availability of equipment, etc.

- Resolves customer's problems. Ensures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements. Conducts situational research for customer problem resolution.

- Answers calls from the External Support and FST queues. Call volume is approximately 800 queue calls per month. Responsible for booking call in-orders averaging 500 per month.

- Creates orders from hard copy PO's received via fax from hospitals, clinics, and doctor's offices.

- Handles FST voicemail and faxed orders.

- Answers incoming calls from Customer, Repair and FST queues, fulfills internal and external customer requests and inquiries, and resolves customer problems on as-needed basis. Specific duties include customer order processing, data input and fulfilling customer requests regarding order status, pricing and substitutions.

- 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. Notifies sales reps orders over $5K and credit over $1500.

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 High School Diploma.

- 2 to 4 years of experience.

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

- The ideal candidate should have high volume call center, data entry, and extensive customer service experience.

- The candidate must be customer-centric, enthusiastic, and self-motivated.

- The candidate must be a team-player committed to actively participating in ongoing and continuous improvement of department processes and procedures.

- This position requires a sharp, high-energy, detail-oriented individual who possesses excellent interpersonal skills, telephone etiquette and verbal communications skills.

- The ability to handle all external customer calls in a professional and courteous manner is critical to success in this role.

- 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.

- Qualified candidates will possess strong computer skills and will be trained on the Company's sales and distribution system.

- Prior experience using MS Word, MS Excel and MS Outlook are required.

Preferred, but not required:

- Prior experience using SAP is highly desirable.

- Knowledge of medical terminology is a strong plus, as this individual will also be required to learn the necessary medical terminology to function effectively in the role

#LI-MS1

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 protection equipment may vary based on the nature and location of the role. Please to learn more about our response to COVID-19.

Employee Benefits Program Overview for U.S. Locations

- Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*

- 3 weeks' vacation, 10 holidays plus paid sick time*

- 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution

- Section 125 Flexible Spending Accounts

- Life, STD, LTD & LTC Insurance

- Tuition reimbursement of up to $5,250 per year

- Fitness reimbursement up to $200 annually

- Employee referral program of up to $2,000 per hire

- And much more!

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

Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

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.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. KARL STORZ is an Equal Opportunity Employer supporting EOE/M/F/Vet/Disability.

Reasonable Accommodation

If, at any point in the application process (including hiring), a candidate would like to request a reasonable accommodation due to a disability or a religious need, please email us at Taleo_Administrator@karlstorz.com and we'll be happy to engage in an interactive process with you.

Notice to Employment Agencies

This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

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