[Hiring] Associate Customer Service Representative @Kohler Co.

Role Description

Provide world class customer service to Customers while maintaining a positive, problem-solving approach.

• Serve as the main point of contact for domestic, international, wholesale, retail, and/or ecommerce Customers.
• Perform responsibilities within established policies, procedures, and parameters.

Hours of Operation:

• This position supports operations Monday through Friday between 7:00 AM and 5:00 PM Central Time.
• Scheduled work hours will be determined based on business needs, staffing requirements, and customer demand.
• Flexibility may be required to accommodate operational needs, including adjusted schedules and occasional overtime when necessary.

Specific Responsibilities

• Learn and understand Customer Service processes.
• Lead point of contact for domestic, international, retail, and/or ecommerce customers.
• Maintain basic product and application knowledge to support order entry/management.
• Understand order fulfillment and physical distribution network principles.
• Learn, understand, and promote self-service tools including KCIC, SharePoint, & EDI; effectively handle basic customer inquiries.
• Receive, prioritize, and respond to customer inquiries via phone and e-mail.
• Inquiries may include:
  • Inventory checks
  • Purchase order status checks
  • List price inquiry
  • Product questions
  • Questions about claims and/or returns
  • Special pricing agreements
  • Quotes
• Manage & provide options to resolve customer escalations.
• Drive projects as required by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and service improvement initiatives.
• Display basic supply chain competency.
• Manage customer orders and claims, which may include credit card transactions, changes, cancellations.
• Clear order error logs, addressing pricing, order protocol, and quote-related issues.

Work From Home Requirements

• 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 is required; Wi-Fi, dial up, satellite, or cellular internet is not acceptable.
• All applicants must have a separate confidential and distraction-free workspace with no background noises.
• Freedom from other responsibilities; focus on delivering a world-class service experience.
• Applicants must work during their assigned shift time Monday - Friday between the hours of 7:00 AM – 5:00 PM; closing shifts are required to stay online until 5:02 PM.

Physical Requirements

• Ability to remain seated for extended periods while performing computer- and phone-based tasks, with occasional standing, walking, bending, or reaching as needed.
• Frequent use of hands and fingers to operate a computer, telephone, and standard office equipment, and to handle documents or small materials.
• Ability to read information on a computer screen and communicate clearly and effectively via phone, video, and digital platforms.
• Ability to maintain focus for extended periods, manage multiple systems and customer interactions, and speak professionally during high volumes of communication.
• Work performed remotely in a home office environment with occasional lifting of items up to 10 pounds; no heavy physical activity required.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Fluency in French language, both written and spoken, is required for this role.
• A minimum of two years’ total work experience preferred, with 1+ years’ experience in Customer Service.
• Will also consider new graduates with intern or co-op experience.
• Comprehension of Microsoft Office suite applications required.

Benefits

• Access to applicable benefit programs from the first day on the job, with no waiting period.
• The hourly rate for this position is $20.

Company Description

Kohler’s policy is to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran.

If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [email protected].

Kohler Co. is an equal opportunity/affirmative action employer.