I.Job Purpose and Core Tasks:

KARL STORZ is seeking a candidate passionate about joining a customer-focused culture. If you are interested in contributing within a dynamic and exciting organization, we invite you to join our team where you will directly contribute to supporting a world-class customer service organization that has been JD Power certified 9 years in a row.

The Customer Support E-Commerce Team directly impacts business goals through close collaboration with customers and field colleagues. If you are excited by collaborating with others, utilizing technology to create automation, creative problem solving and building long term customer relationships, you may be the right fit for this role. We are looking for someone who has experience in customer solutions as well as conducting root cause analysis and proposing and executing solutions. This is a great opportunity if you care genuinely about providing customers with an effortless experience alongside a customer-centric team.

Core Tasks:

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

• Full ownership of one channel and comprehensive understanding of business processes for each E-Commerce channel, supporting team members, including large deal support.
• Handles all approvals/follow-up/issues of less complexities/escalations from customers and field personnel.
• Works closely with the Case Managers and Relationship Managers in servicing field colleagues to ensure the following tasks are achieved: customer situational research, order processing, customer inquiry and problem resolution; thereby freeing the field team members to focus on selling.
• Conducts root cause analysis (RCA) and creates Impact Reports to determine the causes of non-highly complex an issue to forward resolve. Recommends and implements solutions.
• Supports the management of channel service-level agreements and helps direct team members to support channel business based on volume and carryover.
• Processes and manages orders and RMAs (Return Materials Authorization). Fulfills customer requests - including but not limited to - orders, pricing, substitutions, pro-forma invoices, repairs, trades and loaner equipment.
• 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.
• Responsible for building businesses cases non-complicated cases to create and facilitate approvals for Quotes and SCAs.
• Stays current on promotions, procedures, policies, product updates and system changes.
• 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. Creates MS Team Planners for large deals.
• 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).
• Attend and engage in department-level meetings and leads team huddles.
• Contributes to improving customer satisfaction by supporting the field through the Account & Order Management Program and Key Account Visits. Supports the Relationship Manager and/or Supervisor on strategic initiatives when additional support and expertise is required.
• Participates in new employee training program and ongoing training.

II. Minimum Knowledge, Education and Skill Requirements

Required

Education:

• A minimum education level of an associate degree
• 4+ years previous customer service and call center experience or 4+ years previous account management experience required

OR

• A minimum education level of a bachelor's degree
• 2+ years previous customer service and call center experience or 2+ years previous account management experience required

OR

• 6+ years previous customer service and call center experience or 6+ years previous account management experience required

Knowledge and Skills:

• Strong business writing skills.
• Ability to read, interpret and understand (for the purposes of providing customers with appropriate information) documents, operating instructions, maintenance instructions, and procedure manuals.
• Ability to effectively use computer systems.
• Ability to use general office equipment, including telephone, adding machine, copier, fax, etc.

Preferred:

• 1+ years of SAP experience.
• 2+ years of SalesForce experience
• Basic understanding of DoD business and purchasing process.
• III. Essential Function
• Detail-oriented with a focus on 100% order accuracy.
• Possesses exceptional organizational skills and the ability to multi-task.
• Possesses good critical thinking skills.
• Actively builds relationships with internal and external customers.
• Gains stakeholders' trust and respect by consistently setting and delivering on expectations.
• 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.
• Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical.
• Communicates succinctly and responds to challenging messages using positive positioning.
• Shares knowledge and technical skills with others.
• Ability to work on their own, but also as a team, promoting teamwork and collaboration.
• Experiments with new processes, tools, or technologies to determine applicability.
• Articulates and solves issues of less complexities.
• The ability to prioritize when work is critical.
• Rises to challenges, accepting risk and uncertainty.
• Ability to provide guidance for the Case Managers in the absence of a Relationship Manager.
• Other duties consistent with the general nature and focus of the job and/or the goals and objectives of the department may be assigned.