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Customer Service Agent I

Work Mode: Onsite

Location: Onsite at Bristol, PA

Opportunity

Customer Service Agents I (East, Central, West/Canada) manage their area’s Business to Business and Business to Consumer needs. Responsible for the following within established policies, procedures and parameters. Minimal guidance. Self-sufficiency a must. Demonstrates proficiency in competencies, while promoting their importance.

Specific Responsibilities

Receives and prioritizes in-bound requests via phone, email, eCommerce portals, and Click to Chat. Responsible for checking Robern.com inquiries.

a) Responds in a timely manner

b) Utilizes branding guidelines on all calls and email

Responsible for the following within established policies and procedures:

a) Order Management: Perform maintenance, create ship-tos, provide status on open orders, make inquiries for new issues and communicate for all orders. Bring expediting requests and challenging situations to the Customer Service Agent II and/or the Manager – Service Products. Also responsible for the proactive order management of key accounts.

b) Claims resolution and returns: Proficient in claims management (RGAs, Credits).

c) Chargeback Letters: Complete form letter for short payments.

d) Special Projects: Periodic special team involvement.

Understands and promotes the use of electronic tools, such as Extranet and electronic data interchange (EDI), CRM, KCIC, Salesforce.

Building relationships with customers through conference calls, distributor conferences, customer training, and occasional travel to customer locations.

Recommends continuous improvement areas to streamline and/or improve the customer service function, while still providing a white glove experience to our customers.

Project management – Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom), VIP orders, and escalated issues. (Projects Agent I only)

Partner with sales team on quotes/orders – manage details to get to approved drawings, PO, PCIs set-up in SAP, pricing in SAP, etc. (Projects Agent I only)

CORE BEHAVIORS

The Customer Service Agent I should be an excellent communicator, collaborator, and put the customer need first. They should also be a trust builder, flexible, adaptable and drive continuous improvement.

Skills/Requirements

• High School diploma required, 2–4 year degree preferred.

• Demonstrates proficiency in order management, SAP, CRM, Microsoft Office.

• Some Customer Service or Hospitality experience preferred.

• Some Salesforce experience preferred.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The hourly range for this position is $17.30 - $21.65. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates’ development to make that happen. So, we offer ongoing investment in each individual’s personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.

On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at www.kohlercompany.com .

It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com . Kohler Co. is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the FederalEEO is the Law (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and theEEO is the Law Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .