Associate Customer Service Representative (Bilingual), B2B

Work Mode: Remote

Location: Remote - Kohler, WI

Opportunity

• Provide world class customer service to Customers while maintaining a positive, problem-solving approach
• Serve as the main point of contact for domestic, international, wholesale, retail, and/or ecommerce Customers
• Performs the following responsibilities within established policies, procedures, and parameters

Hours of Operation This position supports operations Monday through Friday between 7:00 AM and 5:00 PM Central Time. Scheduled work hours will be determined based on business needs, staffing requirements, and customer demand. Flexibility may be required to accommodate operational needs, including adjusted schedules and occasional overtime when necessary.

Specific Responsibilities

• Learns and understands Customer Service processes
• Lead point of contact for domestic, international, retail, and/or ecommerce customers.
• Maintain basic product and application knowledge is required to support order entry/management
• Understands order fulfillment and physical distribution network principles
• Learns, understands, and promotes self-service tools including KCIC, SharePoint, & EDI; effective at handling basic customer inquiries

• Receives, prioritizes, and responds to customer inquiries via phone and e-mail.

• Inquires may include inventory checks, purchase order status checks, list price inquiry, and/or product questions, questions about claims and/or returns, special pricing agreements, quotes

• Manage & provide options to resolve customer escalations

• Drive Projects as required by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and service improvement initiatives.
• Displays basic supply chain competency.

• Within defined policies and procedures, the CSR is responsible for:

• Managing customer orders and claims, may include credit card transactions, changes, cancellations
• Clearing order error logs, addressing pricing, order protocol, and quote related issue

Work From Home Requirements (equipment Provided)

• Applicant will secure and be responsible for paying their own internet expenses.
• Daily access to hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service. Wired Ethernet connection that meets upload and download speed requirements as noted. Wi-Fi, dial up, satellite or cellular internet is not acceptable and cannot be used with Kohler systems.
• All applicants will be required to have a separate confidential and distraction free workspace with no background noises.
• Freedom from other responsibilities; you must be focused on delivering a world class service experience.
• Applicants will be required to work during their assigned shift time Monday - Friday between the hours of 7:00AM – 5:00PM. Closing shifts are required to stay online until 5:02PM.

Physical Requirements

• Ability to remain seated for extended periods while performing computer- and phone-based tasks, with occasional standing, walking, bending, or reaching as needed.
• Frequent use of hands and fingers to operate a computer, telephone, and standard office equipment, and to handle documents or small materials.
• Ability to read information on a computer screen and communicate clearly and effectively via phone, video, and digital platforms.
• Ability to maintain focus for extended periods, manage multiple systems and customer interactions, and speak professionally during high volumes of communication.
• Work performed remotely in a home office environment with occasional lifting of items up to 10 pounds; no heavy physical activity required.

Skills/Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Fluency in French language, both written and spoken, is required for this role.
• A minimum of two years’ total work experience preferred, with 1+ years’ experience in Customer Service. Will also consider new graduates with intern or co-op experience.
• Comprehension of Microsoft Office suite applications required.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future. We believe in supporting you from the moment you join us, which is why 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. The hourly rate for this position is $20.

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