Customer Service Agent I, Kallista

Kohler Co.•Kohler, WI

1d•Hybrid

About The Position

Act as a primary customer contact for service using different mediums. Service related functions are generally defined as all customer functions that may be required for a Robern product before and after it has been delivered to the buyer. Responsible for satisfying customer requirements from initial inquiry to customers overall delight. Be the voice of the customer and provide customer insights on a regular basis. You are empowered to make decisions to delight our customers that will have an impact to the Robern business. With that empowerment it is expected to be a good steward of our company resources by providing accurate and ethical data entry information into the SAP, Salesforce, and CRM systems.

Requirements

Minimum 1 year of successful experience in a customer facing role handling phone calls, emails and chats.
High school diploma or GED required.
Excellent attention to detail, productivity and enhancing the customer experience.
Excellent written and verbal communication.
Ability to work between the hours of 8am-5pm EST or 8am-5:30pm CST M-F.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

Preferred experience with Salesforce and Avaya and multi-tasking in a fast paced environment.

Responsibilities

Provide information for all potential customers as it relates to (but not inclusive) where to buy Robern product, information on product, availability, literature, and design & plumbing layout.
Support all authorized Robern Showrooms in timely and accurate order entry, order confirmations with estimated shipping dates and review of EDI orders.
When requested provide order status updates, shipping information and tracking of a shipment.
Assist in resolving freight damage claims in a timely manner for all Premier Robern Showrooms.
Act as a first line of technical support by being able to trouble shoot installation issues, determine what parts are needed for the product to operate and process all warranty claims. Coordinate ASR’s through the Robern Service Representative if deemed necessary.
Authorize return goods using the approved Robern RGA procedure. Determine if a product is to be returned to the Robern warehouse or field destroyed with proper management approval. Ensure that the proper re-stocking fees are charged back to the customer.
Responsible for account information across US regions (some Canada, PR and Mexico) on daily operational issues, i.e. Order status, tracking, RGA’s, etc.
Be held accountable for annual business and competency objectives agreed upon with the customer service team through the Maximizing Performance review. Track and measure objectives.