Associate Relationship Manager, eCommerce

From the operating room to surgery centers and everywhere in between KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations smart instruments and devices integrated ecosystems and intelligent imaging to build a more connected software-enabled operating room.

As an independent family-owned MedTech company we ambitiously think in generations instead of quarters to improve patients lives around the world.

At KARL STORZ our customer experience is a key differentiator. As an Associate Relationship Manager you will play an important role in supporting customers and field sales teams by providing proactive account support resolving complex order and service inquiries and helping ensure a seamless customer experience.

In this highly collaborative role you will serve as a trusted partner to Relationship Managers Case Managers and cross-functional teams helping customers navigate orders quotes returns repairs and other service-related requests. You will also identify process improvement opportunities perform root cause analysis and contribute to initiatives that enhance customer satisfaction and operational efficiency.

This role offers a hybrid work schedule with 2 days working remotely and 3 days in our El Segundo CA office.

• Serve as a primary support resource for assigned customer service and E-Commerce channels.
• Partner with Relationship Managers and Case Managers to support customer inquiries order management problem resolution and large deal execution.
• Manage orders returns repairs quotes pricing requests and loaner equipment transactions with a high degree of accuracy.
• Conduct root cause analysis on customer issues and recommend solutions that improve processes and prevent future escalations.
• Coordinate with cross-functional teams including Logistics Finance and Accounts Receivable to resolve customer concerns.
• Monitor and follow up on open orders backorders delivery issues invoices and customer requests.
• Support service level commitments and help prioritize workload based on business needs and customer demand.
• Participate in training initiatives team meetings and continuous improvement projects that enhance the customer experience.

• Associate degree with 4 years of customer service call center account management or related experience; OR
• Bachelors degree with 2 years of customer service call center account management or related experience; OR
• 6 years of equivalent professional experience in customer service or account management.
• Strong communication business writing and customer relationship skills.
• Experience managing customer inquiries order processing or account support activities in a fast-paced environment.
• Proficiency with Microsoft Office applications and business systems.
• Ability to prioritize multiple responsibilities while maintaining exceptional attention to detail and accuracy.

• Experience with SAP and Salesforce.
• Knowledge of medical device healthcare or regulated industry environments.
• Familiarity with contract pricing quoting processes and large customer account support.
• Experience supporting E-Commerce channels or digital customer service operations.
• Understanding of government or Department of Defense (DoD) purchasing processes.

• A customer-first mindset with a passion for delivering an effortless customer experience.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions.
• Exceptional attention to detail and commitment to order accuracy.
• The ability to build trusted relationships with customers sales teams and internal stakeholders.
• Strong organizational skills and the ability to manage competing priorities effectively.
• A collaborative approach and willingness to support team success.
• Adaptability curiosity and a continuous improvement mindset.

Join KARL STORZ and be part of a team that creates medical innovations that truly make a difference. Beyond technology youll be part of a culture that values talent as its greatest asset empowering you to contribute to a mission that improves patient care worldwide.

As an Associate Relationship Manager youll have the opportunity to develop your customer relationship management expertise collaborate with cross-functional teams and play a meaningful role in delivering a world-class customer experience.

Ready to make an impact Apply today and help us build the future of MedTech together.

Additional Details

• Location: El SEgundo CA (hybrid 3 days in office)

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