Associate Customer Service Representative; Bilingual), B2B

Work Mode:
Remote

Location: Remote
- Kohler, WI

• 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

• 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

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.

• 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

• 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.

• 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…