Customer Service Representative – LATAM

Kohler Co.

12d • Remote

About The Position

Reporting to the International B2B Customer Service Manager, this role supports Latin America distributors with a strong emphasis on data analysis, performance reporting, and insights-driven decision making. The position is responsible for order management, shipment planning, backlog and inventory analysis, and distributor performance reporting. The role partners cross-functionally to translate complex supply chain and customer data into actionable insights that improve service, reduce backlog, and support distributor growth across Latin America markets.

Requirements

• Minimum two years of experience in international customer service, supply chain, business analytics, or a related field
• Demonstrated experience in data analysis, reporting, and business insights, preferably in a supply chain or distributor environment
• Advanced proficiency in Excel (pivot tables, lookups, data visualization)
• SAP experience strongly preferred
• Bilingual preferred: English/Spanish (Portuguese a plus)
• Strong written and verbal communication skills across global regions
• Ability to support limited international travel (2–3 times per year)
• Strong analytical mindset with the ability to simplify complex data into actionable insights
• High sense of urgency with disciplined prioritization of work
• Ability to communicate data-driven insights effectively at operational and leadership levels
• Proactive problem-solver with sound judgment and structured decision-making approach
• Detail-oriented, highly organized, and capable of managing multiple priorities
• Collaborative, adaptable, and customer-focused team player

Nice To Haves

• Bilingual preferred: English/Spanish (Portuguese a plus)
• SAP experience strongly preferred

Responsibilities

• Serve as the lead point of contact for assigned Latin America distributor accounts, managing inquiries and escalations across phone, video, email, and written communication.
• Support distributors by providing data-backed recommendations related to order status, delivery performance, backlog, and inventory availability.
• Partner with Sales to support distributor business reviews using clear, concise performance metrics and trend analysis.
• Own backlog, order aging, and delivery performance analysis for LATAM distributors, identifying trends, risks, and root causes.
• Develop and maintain recurring and ad-hoc reports using SAP, Excel, and other reporting tools to support distributor and internal decision-making.
• Translate raw data into meaningful insights, executive-level summaries, and visual reporting for leadership and distributor discussions.
• Proactively identify opportunities for process improvement, service recovery, customer experience using data-driven analysis.
• Manage orders from entry through delivery, including business-critical, quoted, and project-based orders.
• Utilize SAP and reporting tools to proactively manage backlog, shortages, and shipment timing.
• Support no-touch and electronic order entry initiatives in partnership with EDI and IT teams.
• Understand international shipping programs and collaborate with Global Transportation and Logistics teams to meet distributor needs.
• Demonstrate working knowledge of global supply chain processes, including export/import compliance and international freight management.
• Own resolution of complex order, shipment, and delivery issues affecting LATAM distributors.
• Execute claims and returns per Kohler policies and support OS&D (Overage, Shortage & Damage) improvement initiatives.
• Lead or contribute to cross-functional supply chain projects such as freight optimization, inventory reduction, reporting standardization, and customer self-service adoption.
• Document processes, standardize reporting, and support continuous improvement initiatives across LATAM customer service operations.
• Build strong relationships with distributors and internal partners including Sales, Supply Chain, Logistics, S&OP, Pricing, IT, and Finance.
• Support distributor conferences, training, and occasional travel to LATAM markets.
• Communicate findings and recommendations clearly, balancing analytical detail with practical business impact.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed