Case Manager, eCommerce

KARL STORZ North America; El Segundo (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

KARL STORZ North America is seeking a Customer Support Specialist for our E-Commerce team. You will manage digital ordering channels, resolve complex issues, and ensure a seamless customer experience across platforms.

This role emphasizes data-driven problem solving and cross-functional collaboration to improve processes and satisfaction. With a Monday–Friday schedule, the position supports a fast-paced environment in California, requiring strong written and verbal communication, attention to

Qualifications

• 4+ years of customer service experience, or an Associate's or Bachelor's degree with relevant experience.
• Strong organizational skills with attention to detail and accuracy.
• Excellent critical thinking and problem-solving abilities.
• Proficiency with Microsoft Office applications.
• Experience with SAP or Salesforce is a plus.

Responsibilities

• Manage and support key E-Commerce platforms and 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 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

Problem solving

Communication

Multi-tasking

MS Office

Education

Associate's or Bachelor's degree

Tools

SAP

Salesforce

Job description

About KARL STORZ

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.

About KARL STORZ

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.