Associate Customer Service Representative (Bilingual), B2B

Kohler Co. is hiring an Associate Customer Service Representative to provide customer support for domestic and international B2B customers. The role handles inquiries, orders, claims, escalations, and related order-management issues while supporting service and process-improvement initiatives.

Responsibilities:

• 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
• 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

Requirements:

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