Customer Service Team Leader-Robern

Work Mode: Hybrid

Location: Hybrid at Bristol, PA

Opportunity:

As a Customer Service Team
Leader, this is your unique opportunity to build your career at an innovative
brand, while working with a strong team. As a Team Leader, you will provide
white glove Customer Service to all customers by taking ownership of team
performance (questions, escalations, etc.). Responsibilities include coaching and
developing to attain team and department goals and objectives. You will manage and successfully implement highly
visible and long term projects.

Responsible for the day-to-day operations of customer service team members including but not limited to phone calls, emails, eCommerce portals, RGAs, order entry, deductions, and Click to Chat.
Manage cross-functional support and operational support as business needs fluctuate.
Monitor CMS (call management system) in real time to identify and correct agents not adhering to schedules or improper use of AUX/ACW.
Creates the email and Salesforce plan for the day for the team.
Recommends, develops, and implements solutions to strategic, process, and procedural opportunities within the service function. Proposes continuous improvements to streamline and/or improve the service function, while still providing a white glove experience for our customers.
Provide feedback to the agents regarding performance, as well as preparing daily metric reports. Mentors representatives’ accordingly and administers development plans.
Share best practices with other areas across the Customer Service organizations of Kohler Company.
Independently resolve (with minimal support) customer escalations from various levels within the organization.
Identifies training opportunities and communicates these opportunities to manager.
Conducts team training including 1. New team member training, 2. Technical product training, and/or 3. New systems training.
Acts a liaison with other departments within Robern as the customer service expert to align processes and procedures.
Superuser in SAP, KCIC and Salesforce.
Leads Robern’s successful implementation of new and/or upgraded systems, i.e. Salesforce, KCIC, Click to Chat, Tracking, etc.
Understands and promotes the use of electronic tools, such as electronic data interchange (EDI), KCIC, Salesforce.
Builds relationships with customers through Teams meetings, distributor conferences, customer training, and occasional travel to customer locations.
Other duties as assigned.

Skills/Requirements

Education and Experience Requirements:

A bachelor’s degree is preferred. (Consideration may be given to
those in process of earning a Bachelor’s degree.)

Minimum of 5 years of experience in customer service related
functions.

Experience managing direct reports.

Experience in the implementation of continuous improvement in a
service organization.

Excellent personal, organizational, verbal and written communication
skills.

High sense of urgency and a proactive approach to problem solving.

Customer-focused mindset and an innate ability to respond to
customers' expectations and requirements.

Excellent teamwork and communications with suppliers, customers and
associates.

Computer proficiency with Word, Excel, Outlook and experience with
ERP systems.
Some Salesforce experience preferred

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!

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 Federal EEO is the Law and the EEO is the Law Supplement .