E-Commerce Case Manager: Customer Solutions Lead

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

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