Note: The job is a remote job and is open to candidates in USA. Kohler Co. is a global manufacturer focused on creating products and solutions that support healthy and sustainable living. The Associate Customer Service Representative, B2B, provides primary support to domestic, international, wholesale, retail, and eCommerce customers by managing inquiries, orders, fulfillment issues, and service resolutions. The role also promotes self-service tools, supports process improvement initiatives, and adheres to service policies and schedules.
Responsibilities
- Customer Support: Lead point of contact managing customer inquiries via phone and email, including inventory checks, purchase order status updates, lead times, pricing inquiries, claims, returns, and more
- Order Management: Seamlessly execute Customer Service processes and manage orders through entry, order discrepancies, fulfillment, shipments, tracking, cancellations, pricing, claims, warranty, quotes, etc
- Operational Insight: Learn and maintain familiarity with products, applications, and physical distribution network principles to effectively assist customers through order fulfillment
- Self-Service Tools: Gain knowledge, advocate, and promote self-service tools including KCIC, SharePoint, & EDI to empower customer autonomy
- Customer Experience: Drive first contact resolution prioritizing and responding to customer inquiries in a gracious manner, within service level standards
- Project Support: As assigned by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and customer experience improvement initiatives
- Adherence: Consistently adhere to assigned policies, schedules, and procedures to ensure optimal service coverage and team reliability
Skills
- High school diploma or GED required
- A minimum of 2 years' total work experience is required, with 1+ years' experience in Customer Service
- Experience in Microsoft Excel for business solutions including tasks like data entry, formatting, spreadsheets, creating simple charts or pivot tables, and basic formulas (e.g., SUM, AVERAGE)
- Proficiency in the broader Microsoft Office Suite applications
- Completion of internal Brand Ambassador Program within first year of employment
- Applicant will secure and be responsible for paying their own internet expenses
- Daily access to hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service. Wired Ethernet connection that meets upload and download speed requirements as noted. Wi-Fi, dial up, satellite or cellular internet is not acceptable and cannot be used with Kohler systems
- All applicants will be required to have a separate confidential and distraction free workspace with no background noises
- Full focus on delivering a world-class service experience, free from other responsibilities during working hours
- Applicants will be required to work during their assigned shift time Monday - Friday between the hours of 7:00AM – 5:00PM. Closing shifts are required to stay online until 5:02PM
- Applicants must be authorized to work in the US without requiring sponsorship now or in the future
- Must live within 75 miles of Kohler, WI
- Associate or bachelor's degree
Benefits
- Remote work arrangement
- Access to applicable benefit programs from the first day on the job, with no waiting period
- Competitive total rewards package to support your health and wellbeing
- Access to career growth and development opportunities
- A diverse and inclusive workplace
- A strong culture of innovation
Company Overview