Associate Customer Service Representative
Kohler, Kohler, WI, United States
Associate Customer Service Representative
Work Mode: Remote Location: Remote - Kohler, WI 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. Bilingual in English and Spanish is preferred. 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. Closing shifts are required to stay online until 5:02PM. Physical Requirements Work Posture & Movement Ability to remain in a stationary seated position for extended periods during the workday while performing computer and phone-based tasks. Ability to occasionally stand, walk, bend, or reach within a typical office or call-center environment. Manual Dexterity & Use of Equipment Ability to frequently use hands and fingers to operate a computer keyboard, mouse, telephone, and other standard office equipment. Ability to handle and manipulate documents or small office materials as needed. Visual & Auditory Requirements Ability to visually read information on a computer screen, including customer data, order details, and digital communications. Ability to communicate effectively with customers and colleagues via phone, video, and digital platforms, including the ability to hear and respond to verbal communications accurately. Cognitive & Communication-Related Physical Demands Ability to concentrate for extended periods while managing multiple customer interactions, systems, and data inputs. Ability to speak clearly and professionally for sustained periods, including handling high volumes of customer conversations. Environmental Conditions Work is performed remotely from a home?based office environment that meets company requirements for confidentiality, ergonomics, and minimal background noise. The role involves frequent use of digital communication tools and customer relationship management systems. Lifting & Physical Exertion Ability to occasionally lift or move items such as files, office materials, or equipment, typically up to 10 pounds. No regular heavy lifting, climbing, or strenuous physical activity required. Applicants must be authorized to work in the US without requiring sponsorship now or in the future. We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you'll have access to your applicable benefit programs from your first day on the job, with no waiting period. The hourly range for this position is $20.00 - $21.00. The specific hourly rate offered to a candidate may be influenced by a variety of factors including candidate's education and work location. 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.
Work Mode: Remote Location: Remote - Kohler, WI 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. Bilingual in English and Spanish is preferred. 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. Closing shifts are required to stay online until 5:02PM. Physical Requirements Work Posture & Movement Ability to remain in a stationary seated position for extended periods during the workday while performing computer and phone-based tasks. Ability to occasionally stand, walk, bend, or reach within a typical office or call-center environment. Manual Dexterity & Use of Equipment Ability to frequently use hands and fingers to operate a computer keyboard, mouse, telephone, and other standard office equipment. Ability to handle and manipulate documents or small office materials as needed. Visual & Auditory Requirements Ability to visually read information on a computer screen, including customer data, order details, and digital communications. Ability to communicate effectively with customers and colleagues via phone, video, and digital platforms, including the ability to hear and respond to verbal communications accurately. Cognitive & Communication-Related Physical Demands Ability to concentrate for extended periods while managing multiple customer interactions, systems, and data inputs. Ability to speak clearly and professionally for sustained periods, including handling high volumes of customer conversations. Environmental Conditions Work is performed remotely from a home?based office environment that meets company requirements for confidentiality, ergonomics, and minimal background noise. The role involves frequent use of digital communication tools and customer relationship management systems. Lifting & Physical Exertion Ability to occasionally lift or move items such as files, office materials, or equipment, typically up to 10 pounds. No regular heavy lifting, climbing, or strenuous physical activity required. Applicants must be authorized to work in the US without requiring sponsorship now or in the future. We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you'll have access to your applicable benefit programs from your first day on the job, with no waiting period. The hourly range for this position is $20.00 - $21.00. The specific hourly rate offered to a candidate may be influenced by a variety of factors including candidate's education and work location. 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.