Customer Service Representative II, Kallista Work Mode: Hybrid Location: Hybrid (onsite 1 day per week) - Kohler, WI
Hours: Monday- Friday, 8:30am- 5:30pm
Opportunity Responsible for delivering exceptional, luxury service to Kallista customers through troubleshooting and responding to inquiries via phone calls, emails, and chat messages. Also responsible for following, reporting, and assisting with daily operating procedures for the customer service team.
Specific Responsibilities - Effectively respond to customer calls, emails, and chat messages ensuring overall luxury service and satisfaction is achieved.
- Effectively provide technical troubleshooting to customers and showroom representatives adequately resolving their questions or issues. Be able to assist with installation issues, product defects issues, and determine necessary parts needed. Also be able to assist with presale questions including shower configuration assistance or product recommendations and substitutions for unique space requirements.
- Build rapport and a cooperative relationship with internal and external customers.
- Process all warranty and goodwill claims accurately and timely.
- Authorize return goods using the approved Kallista RGA procedure.
- Accurately provide information in response to customer inquiries.
- Provide support to all authorized Kallista Showrooms in a timely manner through accurate order entry, providing order confirmations with estimated shipping dates, and review of EDISQVI/KCIC orders.
- Accurately provide order status updates, shipping information, and lead times for open items on orders when requested.
- Maintain an in-depth, current knowledge of Kallista products including the technical aptitude of the products.
- Resolve freight damage claims and reconsignment requests in a timely manner for all Kallista Showrooms working with the Kohler Transportation team and freight carrier.
- Maintain current knowledge of showroom account information including authorized showroom locations, tier-level, and responsible sales agency and/or Branch Development Managers.
- Other duties as assigned.
Skills/Requirements - Minimum of 2 years' experience as a technical customer service representative required.
- Prior customer service experience in plumbing a plus.
- Prior experience with Salesforce and/or SAP a plus.
- Excellent communication skills, both written and verbal.
- Proficient technical skills with the ability to operate various computer programs and phone equipment.
- Proficient in balancing multiple tasks and responsibilities simultaneously.
- Display a strong attention to detail.
- Ability to re-prioritize tasks based on customer needs.
- Ability to work independently and in a team environment.
- Display initiative with the ability to problem solve independently following established guidelines.
- Display a positive attitude.
- Ability to embrace change and be a team player.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future. The hourly range for this position is $19.95 - $24.95. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location. Available benefits include medical, dental, vision & 401k. Why Choose Kohler? We empower each associate to with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us It is Kohler's policy to recruit, hire, and promote qualified applicants 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 . Kohler Co. is an equal opportunity/affirmative action employer.