Customer Service Agent
Destination Kohler
4d ago

Customer Service Agent

Work Mode : Hybrid

Location : Bristol, PA or Kohler, WI


Customer Service Agents (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

Functional Skills

  • Project Management Act as a backup to the Customer Service Agent II for the following task : VIP orders.
  • Responsible for the following within established policies and procedures : 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.Claims resolution and returns : Proficient in claims management (RGAs, Credits).

    Chargeback Letters : Complete form letter for short payments.Special Projects : Periodic special team involvement.

  • Technical AssistanceFacilitate technical / troubleshooting communication between Customer Service and Engineering and / or Manufacturing.
  • 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.
  • Covers front desk phones on a regular enough basis to remain proficient on all front desk processes.
  • Project management Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom), VIP orders, and escalated issues.
  • Partner with sales team on quotes / orders manage details to get to approved drawings, PO, PCIs set-up in SAP, pricing in SAP, etc.

  • Provide Top 20 Customer Showroom Design Services (using KDS / Robern Visualizer / CAD).
  • 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.

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