Associate Customer Service Representative, B2B

Kohler Co.•Kohler, WI

2d•Remote

About The Position

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.

Requirements

High school diploma or GED required
A minimum of 2 years’ total work experience is required
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.
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.
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.

Nice To Haves

associate or bachelor’s degree preferred
Completion of internal Brand Ambassador Program within first year of employment.

Responsibilities

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.
Seamlessly execute Customer Service processes and manage orders through entry, order discrepancies, fulfillment, shipments, tracking, cancellations, pricing, claims, warranty, quotes, etc.
Learn and maintain familiarity with products, applications, and physical distribution network principles to effectively assist customers through order fulfillment.
Gain knowledge, advocate, and promote self-service tools including KCIC, SharePoint, & EDI to empower customer autonomy.
Drive first contact resolution prioritizing and responding to customer inquiries in a gracious manner, within service level standards.
As assigned by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and customer experience improvement initiatives.
Consistently adhere to assigned policies, schedules, and procedures to ensure optimal service coverage and team reliability.