Associate Customer Service Representative, B2B

Kohler Co. • Kohler, WI

4d • $18 - $27 • 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, 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 applications.
• Completion of internal Brand Ambassador Program within first year of employment.
• 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.
• 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

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.

Benefits

• day 1 benefits
• access to applicable benefit programs from your first day on the job, with no waiting period
• competitive total rewards package to support your health and wellbeing
• access to career growth and development opportunities
• diverse and inclusive workplace
• strong culture of innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED