Corey Handfield

Experience

1. Case Manager

   KARL STORZ North America

   May 2023 — Present · Auburn, MA, US

   Answers incoming ACD calls according to published schedules • Inputs orders and RMAs (Return Materials Authorization) into the ERP system (SAP) • Fulfills customer requests – including but not limited to – orders, pricing, substitutions, pro-forma invoices, repairs, trades and loaner equipment • Responsible for at least one U.S Territory • Manages the business expectations and experience for approximately 20-30 sales executives • Conducts situational research for customer problem resolution and escalates for root cause analysis as appropriate • Performs necessary follow-ups related to order management – including but not limited to – back orders, invoice issues, open orders, customer complaints, and order blocks • Initiates new account creation requests for customers and field colleagues • Responsible for facilitating approvals for quotes and special authorizations • Prepares credit and debits when required • Stays current on promotions, procedures, policies, product updates and system changes • Teams up with Relationship Managers to facilitate large deals using the White Glove Program • Partners with cross-functional departments to resolve customer issues and questions (Ex: Accounts Receivables to resolve invoice issues; Logistics to resolve delivery issues) • Participates in new employee training program and ongoing training • Attend and engage in department-level meetings and team huddles • Ability to calculate figures and amounts, such as percentages when processing orders or account adjustments • Ability to login to the company’s network remotely during a disaster recovery scenario and disaster recovery drills

Education

• Quinsigamond Community College

  AS, Criminal Justice

  1996 — 1998