Case Manager, eCommerce

KARL STORZ SE & Co. KG; El Segundo (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision benefits

401(k) match

Tuition reimbursement

Paid time off

Job summary

KARL STORZ North America is seeking an experienced Customer Support professional to join the E-Commerce team. You will support digital channels, resolve issues, and collaborate with cross-functional teams to ensure a seamless customer experience.

Ideal candidates bring 4+ years in customer service, strong communication skills, and proficiency with SAP/Salesforce. This is a full-time role with a Monday–Friday schedule in El Segundo, CA, offering growth within a global MedTech leader.

Qualifications

• 4+ years of customer service experience or Associate's/Bachelor's degree with relevant experience.
• Strong organizational skills with 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.

Responsibilities

• Manage and support key E-Commerce platforms, including Customer Portal, EDI/GHX, and other digital ordering channels.
• Conduct root cause analysis (RCA) 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 overall customer experience.
• Respond to customer inquiries regarding orders, pricing, repairs, and other service-related matters.
• Monitor transactional workflows and proactively identify opportunities for continuous improvement.
• Leverage technology and new tools to streamline processes and optimize customer support operations.

Skills

Customer service

Attention to detail

Written communication

Verbal communication

Multitasking

Microsoft Office

Education

Associate's or Bachelor's degree

Tools

SAP

Salesforce

Job description

Every day our products and services help to save lives around the globe. Therefore, we make quality and reliability our number one priority.

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 healthcare environment.

As an independent, family-owned MedTech company, we think in generations instead of quarters, with a commitment to improving patients' lives around the world.

About the Role

One of the most rewarding ways to grow your career with KARL STORZ is by joining our Customer Support E-Commerce Team. In this customer-focused, problem-solving role, you will serve as a key resource for supporting our digital commerce channels while delivering exceptional service to customers and internal stakeholders.

You will work cross-functionally with teams across the organization to resolve complex issues, improve business processes, and ensure a seamless customer experience. This role offers the opportunity to leverage technology, drive operational improvements, and make a direct impact on customer satisfaction and business success.

If you're detail-oriented, tech-savvy, and passionate about building strong customer relationships, this is your opportunity to grow with a global MedTech leader.

Shift: Monday – Friday

What You'll Do

• Manage and support key E-Commerce platforms, including Customer Portal, EDI/GHX, and other digital ordering channels
• Conduct root cause analysis (RCA) 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 overall customer experience
• Respond to customer inquiries regarding orders, pricing, repairs, and other service-related matters
• Monitor transactional workflows and proactively identify opportunities for continuous improvement
• Leverage technology and new tools to streamline processes and optimize customer support operations

What You Bring

• 4+ years of customer service experience, or an Associate's or Bachelor's degree with relevant experience
• Strong organizational skills with 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 Have

• 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

What Will Make You Successful

• A customer-first mindset with a passion for delivering exceptional service
• Strong relationship-building skills with the ability to collaborate across teams
• A proactive approach to identifying and solving complex challenges
• Technical curiosity and willingness to learn new systems and technologies
• A commitment to continuous improvement and operational excellence
• The ability to thrive in a collaborative, innovative, and fast-paced environment

Why KARL STORZ?

Join KARL STORZ and be part of a team dedicated to delivering world-class customer experiences through innovation, collaboration, and operational excellence. We invest in our employees through ongoing development opportunities, supportive leadership, and a culture that encourages creativity and continuous learning.

You’ll have the opportunity to work with advanced technologies, contribute to meaningful business outcomes, and help shape the future of customer support in a global healthcare organization.

MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Medical / Dental / Vision including a state-of-the-art wellness program and access to pet insurance, too!
• 3 weeks vacation accrual for full time roles,* paid holidays plus paid sick time too
• Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
• 401(k) retirement savings plan providing a match of 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• HSA Savings Accounts with company contribution
• Life, STD & LTD Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• And much more! * Field sales, internships, and roles that are regularly scheduled to work less than 30 hours per week are not eligible for vacation, except where required by law. Non-employees, including temporary workers and consultants, are not eligible to participate in the 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. Employees must comply will all applicable KARL STORZ policies and procedures.

KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as acondition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to askhow credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.