Company: KARL STORZ Endoscopy-America, Inc. (KSEA)
Job Code: 12673
Pay Grade: TBD
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 75 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.
Job Summary:
As Associate Relationship Manager for Customer Support, you will process all sales and service requests in a contact center setting via various phone and email queues. In addition, handles all approvals/follow-ups/complex issues/escalations from customers, field service personnel, and the sales teams when applicable. The Associate Relationship Manager works closely and collaborates with senior team members, such as Relationship Managers, in servicing the sales force to ensure the following tasks are achieved: customer situational research, order processing, customer inquiry and problem resolution; thereby freeing the sales representatives to focus on selling. Additionally, the Associate Relationship Manager serves as a mentor in the department and provides guidance when needed. We invite you to be a key contributor in a world-class customer service organization that has been JD Power certified since 2012.
Essential Functions:
- Answers incoming ACD calls according to published schedules. Inputs orders and RMAs (Return Materials Authorization) into the ERP system (SAP). Fulfills customer requests – including but not limited to – orders, pricing, substitutions, pro-forma invoices, repairs, trades, and loaner equipment.
- Collaborates with other team members in at least one U.S. Sales Area to manage the business expectations of internal and external customers.
- Conducts situational research for customer problem resolution. Facilitating root cause analysis and reporting.
- Facilitates continuous improvement initiatives with stakeholders inside and outside the department.
- Performs necessary follow-ups related to order management – including but not limited to – back orders, invoice issues, open orders, customer complaints, and order blocks.
- Initiates new account creation requests for customers and field colleagues.
- Responsible for facilitating approvals for quotes and special authorizations.
- Prepares credit and debits when required.
- Teams up with Relationship Managers to facilitate large deals using the White Glove Program and has a full understanding of how to execute the large deal process.
- Serves as the lead liaison to assist and collaborate month end activities.
- Partners with cross-functional departments to resolve customer issues and questions. (Ex: Accounts Receivables to resolve invoice issues; Logistics to resolve delivery issues).
- Participates in new employee training program and ongoing training.
- Attend and engage in department-level meetings and team huddles.
- 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. Acts in a Relationship Manager capacity on strategic initiatives when additional support and expertise is required.
Qualifications:
- A minimum education level of a(n) Associates Degree or some college units required.
- 7 years of previous customer service and call center experience or minimum of 5 years previous account management experience required.
- Exceeds all the basic requirements for a Case Manager.
- Able to provide guidance for the Case Managers in the absence of the Relationship Manager.
- Excellent interpersonal skills, telephone etiquette, verbal communication and problem-solving skills are required.
- 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 locate technical information efficiently when working with customers on the telephone, is required.
- Ability to calculate figures and amounts, such as percentages when processing orders or account adjustments is also required.
Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall 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 & 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 TaleoAdministrator@karlstorz.com.
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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