Customer Success Manager, Kohler Stores

Kohler Co.•Los Angeles, CA

1d•Onsite

About The Position

The Customer Success Manager, Kohler Stores, is responsible for delivering exceptional customer experiences across Kohler-owned stores by managing customer escalations, resolving service and fulfillment issues, and coordinating cross-functional solutions. This role supports customer satisfaction and operational performance through proactive management of backorders, returns, warranties, and order transitions. The position also identifies opportunities to improve processes and service delivery, partners with store and corporate teams to implement customer experience initiatives, and supports associate onboarding, training, and development to drive consistent service excellence.

Requirements

Minimum of 5 years’ previous retail management experience, leading customer experience, selling teams, and store operations.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

Four-year college degree preferred.
Previous experience in building materials sales, kitchen and bath products, and/or home products preferred.

Responsibilities

Act as primary contact for customer escalations for Kohler owned store locations.
Design and execute customer escalation resolution journey.
Educate and enlist store and corporate partner support to execute.
Facilitate transition of client quotations and orders from one store/team to another as required by the business or customer.
Provide weekly updates to Business Development Manager on open customer escalations and completed resolutions.
Track and manage order fulfillment on back order and delayed deliveries to ensure customer satisfaction.
Assist Kohler Store Design Sales Consultations complete quotations and sales orders on an as needed basis.
Contribute to achieving and exceeding customer satisfaction score targets as measured by Google, Yelp and CX surveys.
Reduce return rates through resolving product concerns and customer escalations.
Manage product return and warranty processes in accordance with Kohler Stores’ procedures.
Identify and communicate trends and opportunities from store team feedback to improve customer experience; including feedback on product offering, merchandising, staffing, processes, and marketing programs.
Create, train and support execution of customer experience and service processes and policies.
Manage the execution of logistics processes established with vendors and distribution to resolve customer escalations.
Deliver new hire training modules that contribute to the delivery of exceptional customer experiences in stores.
Support Store Managers in identifying opportunities for training and development for individuals and the team.
Provides feedback to Store Manager and Business Development Manager on individual Design Sales Consultant development and performance that impacts customer experience and satisfaction.