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.

As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients’ lives around the world.

About The Role 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.

What You’ll Do

• 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.

What You Bring

• 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.

Nice to Have

• 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.

What Will Make You Successful

• 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.

Why KARL STORZ?

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.

Ready to make an impact? Apply today and help us build the future of MedTech together.

Additional Details

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