Case Manager, eCommerce

KARL STORZ•El Segundo, CA

17d

About The Position

The Case Manager, eCommerce supports KARL STORZ North America's digital commerce channels as part of its Customer Support E-Commerce Team. The role provides customer-focused support, resolves complex issues, and collaborates with internal stakeholders to improve business processes and deliver a seamless customer experience. It involves using technology to improve operations and contribute to customer satisfaction and business success. The stated schedule is Monday through Friday.

Requirements

At least 4 years of customer service experience, or an Associate's or Bachelor's degree with relevant experience.
Strong organizational skills and exceptional attention to detail and accuracy.
Excellent critical-thinking and problem-solving abilities.
Effective written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications.

Nice To Haves

Experience with SAP, Salesforce, or similar business systems.
Experience supporting e-commerce, EDI, or digital customer service platforms.
Knowledge of order management processes in a high-volume environment.
Process improvement or continuous improvement experience.

Responsibilities

Manage and support e-commerce platforms, including the Customer Portal, EDI/GHX, and other digital ordering channels.
Conduct root cause analysis to identify issues, recommend solutions, and implement process improvements.
Support high-volume order management activities, ensuring accuracy, efficiency, and timely resolution.
Partner with internal teams to address customer pain points and enhance the customer experience.
Respond to customer inquiries about orders, pricing, repairs, and other service-related matters.
Monitor transactional workflows and proactively identify opportunities for continuous improvement.
Use technology and new tools to streamline processes and optimize customer support operations.