Customer Service

Customer Service Agent I

Work Mode: Hybrid

Location: Robern, PA or Kohler, WI

Opportunity

Customer Service Agents I (East, Central, West/Canada) manage their area’s Business to Business and Business to Consumer needs. Responsible for the following within established policies, procedures and parameters. Minimal guidance. Self-sufficiency a must. Demonstrates proficiency in competencies, while promoting their importance.

Specific Responsibilities
Functional Skills

• Receives and prioritizes in-bound requests via phone, email, eCommerce portals, and Click to Chat. Responsible for checking Robern.com inquires.
  • Responds in a timely manner.
  • Utilizes branding guidelines on all calls and email.
• Project Management – Act as a backup to the Customer Service Agent II for the following task: VIP orders.
• Responsible for the following within established policies and procedures:
  • Order Management: Perform maintenance, create ship-tos, provide status on open orders, make inquiries for new issues and communicate for all orders. Bring expediting requests and challenging situations to the Customer Service Agent II and/or the Manager – Service Products. Also responsible for the proactive order management of key accounts.
  • Claims resolution and returns: Proficient in claims management (RGAs, Credits).
  • Chargeback Letters: Complete form letter for short payments.
  • Special Projects: Periodic special team involvement.
• Technical Assistance
  • Facilitate technical/troubleshooting communication between Customer Service and Engineering and/or Manufacturing.
• Understands and promotes the use of electronic tools, such as Extranet and electronic data interchange (EDI), CRM, KCIC, Salesforce.
• Building relationships with customers through conference calls, distributor conferences, customer training, and occasional travel to customer locations.
• Recommends continuous improvement areas to streamline and/or improve the customer service function, while still providing a white glove experience to our customers.
• Covers front desk phones on a regular enough basis to remain proficient on all front desk processes.
• Project management – Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom), VIP orders, and escalated issues.
  • Partner with sales team on quotes/orders – manage details to get to approved drawings, PO, PCIs set-up in SAP, pricing in SAP, etc.
• Provide Top 20 Customer Showroom Design Services (using KDS/Robern Visualizer/CAD).

Skills/Requirements

• High School diploma required, 2-4 year degree preferred.
• Demonstrates proficiency in order management, SAP, CRM, Microsoft Office.
• Some Customer Service or Hospitality experience preferred.
• Some Salesforce experience preferred.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Why Work at Kohler Co.?

Kohler Co.’s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates’ development to make that happen. So, we offer ongoing investment in each individual’s personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at www.kohlercompany.com.

It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or veteran status. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact Kohler Co. is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the Federal EEO is the Law and the EEO is the Law Supplement .