Associate Customer Service Representative, B2B
Work Mode:Remote
Location:Remote - United States
Opportunity
The Associate Customer Service Representative (B2B) provides world-class support to domestic, international, wholesale, retail, and eCommerce customers. Acting as the primary customer point of contact, this role ensures seamless communication and resolution of inquiries while maintaining a proactive and problem-solving approach.
Specific 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/Requirements
- High school diploma or GED required; associate or bachelor's degree preferred.
- A minimum of two 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.
- A proactive approach to problem solving and resolution; using trended data to perform root cause analysis and derive actions.
- Completion of internal Brand Ambassador Program within first year of employment.
- Proficiency in French is considered a plus but is not a requirement for this role.
Remote Work Requirements (Equipment Provided)
- 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.
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Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
It is Kohler's policy 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 kohlerjobs@kohler.com. Kohler Co. is an equal opportunity/affirmative action employer.
