Associate Customer Service Representative (Bilingual), B2B

Kohler Co. is hiring an Associate Customer Service Representative to support French- and English-speaking customers across domestic, international, retail, wholesale, and ecommerce channels. The role handles customer questions and order needs, helps resolve concerns, and works with internal teams to provide a positive customer experience.

Responsibilities:

• Learn Customer Service processes, products, systems, and tools through training and hands-on experience
• Support domestic, international, retail, and/or ecommerce customers with day-to-day questions and order needs
• Build product knowledge to help customers with order entry, product questions, and general order support
• Learn the basics of order fulfillment and distribution to help answer customer questions
• Become familiar with customer self-service tools, including KCIC, SharePoint, and EDI
• Respond to customer questions by phone and email in a timely and helpful manner
• Assist customers with questions related to:
• Product availability and order status
• Product information
• Pricing and quotes
• Claims and returns
• Help resolve customer concerns using established processes and guidelines, involving the appropriate team members when additional support is needed
• Participate in team projects or improvement efforts as assigned by the Supervisor or Team Leader
• Build an understanding of how Customer Service works with other areas of the business to support customers
• Follow established processes to support:
• Customer orders, changes, cancellations, and credit card transactions
• Customer claims and returns
• Pricing, quotes, and basic order issues
• Order error tracking and resolution

Requirements:

• High school diploma or GED required
• Fluency in French and English, both written and spoken, is required for this role
• Basic familiarity with Microsoft Office applications
• Customer service experience is preferred, but we're also open to candidates with transferable experience from retail, hospitality, call centers, internships, co-ops, or other customer-facing roles
• Associate or bachelor's degree is a plus, but not required