Associate Relationship Manager, eCommerce

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 operating room.

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
• Bachelor’s 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, you'll 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, you'll 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.

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