Customer Service Supervisor

Kohler Co. • Bristol, PA

28d • $64,750 - $98,350 • Onsite

About The Position

The Supervisor – Customer Service leads the global customer service experience for the Robern brand, ensuring premium service across all sales channels. This role oversees order fulfillment and backlog management, supports internal sales teams, and drives continuous improvement in people, processes, and technology. Key responsibilities include ensuring audit compliance across pricing and financial processes, and training Customer Service Representatives to enhance productivity, product knowledge, and problem-solving capabilities.

Requirements

• Bachelor's degree from an accredited institution in a business/marketing/hospitality management field preferred.
• Minimum of 3 years of experience in customer service related functions, supply chain or sales.
• Experience managing direct reports.
• Experience in the implementation of continuous improvement in a service organization.
• Excellent personal, organizational, verbal and written communication skills.
• High sense of urgency and a proactive approach to problem solving.
• Customer-focused mindset and an innate ability to respond to customers' expectations and requirements.
• Excellent teamwork and communications with suppliers, customers and associates.
• Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Responsibilities

• Develop and refine standard work procedures.
• Establish and communicate metrics to monitor and improve service performance.
• Ensure effective use of SAP for business and accounting control.
• Lead implementation of technologies that enhance customer service capabilities.
• Supervise and develop team members through training, feedback, and performance management.
• Mentor new associates and foster leadership maturity.
• Partner with Sales, Marketing, Manufacturing, and Supply Chain to align priorities with customer needs.
• Track and communicate customer feedback.
• Promote the Robern brand through product and process expertise.
• Minimize freight and shipping costs within strategic guidelines to support profitability.
• Lead the fulfillment of Robern orders by managing backlog and coordinating with supply chain, manufacturing, and logistics to ensure on-time delivery.
• Identify and resolve delivery issues and drive process improvements.
• Oversee resolution of claims, deductions, audits, and pricing discrepancies.
• Ensure accurate billing and credit processing aligned with company policies.
• Balance cost and service to meet customer needs.
• Use negotiation and compromise to support sales conversion.
• Pursue self-development and lead initiatives to enhance the customer experience.
• Perform additional responsibilities as assigned.

Benefits

• 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.
• This position is eligible for a performance bonus/variable incentive compensation.
• 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: Mid Level
• Number of Employees: 5,001-10,000 employees