Customer Service Team Leader

Customer Service Team Leader

Work Mode:
Onsite

Location:

Onsite, 4 days a week (Kohler, WI)

Lead and support the B2B Customer Service team to deliver exceptional, accurate, and timely service to wholesale, retail, and OEM partners. This role is responsible for coordinating order management activities and ensuring alignment with Supply Chain operations to optimize service levels and operational efficiency. The Team Leader provides coaching and guidance to Customer Service Representatives (CSRs), fostering a culture of collaboration, continuous improvement, and data-driven decision‑making to achieve organizational goals and objectives.

• Mentor and coach CSRs to enhance performance, productivity, drive accountability, and accuracy while promoting professional development.
• Delegate and guide assignments to motivate, improve productivity, and accuracy of the department, achieving individual and team objectives.
• Serve as a resource for front‑line associates tactical questions and problem‑solving, ensuring timely resolution of issues through leadership and teamwork.
• Coordinate day‑to‑day activities for the regional team.
• Foster an inclusive environment, maintain transparency, and build strong relationships across teams.

• Partner closely with Supply Chain and other internal departments to ensure seamless order management and operational alignment.
• Represent the regional team in internal and external meetings, advocating for customer service priorities and cross‑functional collaboration.
• Participate in and lead cross‑functional projects to drive process improvements and strategic initiatives.

• Oversee departmental metrics monitoring and analyzing data to ensure optimal service levels and attainment of business objectives, at individual, team, departmental, and organizational levels (Phone / Email QM, ASA, Adherence, OECT, CECT, LOTIF, etc.).
• Perform quantitative and financial data analysis to identify trends, inform decisions, and improve customer‑facing processes domestically and globally for Kohler/Sterling Brands.
• Utilize data‑driven insights to implement solutions that enhance efficiency and customer experience.

• Ensure service quality standards are met and consistent with Kohler’s brand promise.
• Set high standards of performance owning and acting with a sense of urgency to resolve escalations promptly, maintaining professionalism and customer focus.
• Encourage feedback‑driven improvements to continuously elevate the customer’s experience.
• Resolves recurring issues driving action and sustainable solutions.

• Delight Customers:
  Listen and take initiative to delight the end customer above all else.
• Inspire People:
  Create an inspiring, collaborative environment where everyone can achieve their full potential.
• Boldly Innovate:
  Boldly innovate big and small everywhere.
• Own It:
  Take accountability to take action and make the best decisions, knowing you have the organization’s support.
• Prioritize:
  Focus on the most important priorities that drive our key results.

• Bachelor’s degree required.
• 3+ years of customer service experience required, with at least 1 year of leadership, team lead, or supervisory experience preferred.
• B2B customer service experience strongly preferred, including prior work as a Customer Service Representative (CSR) in a customer service operations or customer care environment.
• Demonstrated track record of meeting performance objectives, KPIs, and service‑level goals while consistently modeling company values and cultural beliefs.
• Strong knowledge of customer service operations and core customer service functions, with a proven ability to deliver high‑quality customer support, manage complex customer situations, and independently resolve issues and escalations within defined empowerment and decision‑making guidelines.
• Advanced proficiency in Microsoft Office tools, including Excel; experience with Power BI or other reporting and analytics platforms is highly desirable.

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