Customer Service Representative
When you join Kohler, you can make your mark on an iconic brand. Together, we challenge the status quo, stretch our imaginations, put ideas to the test, and demand better for ourselves, our customers, and each other. Join our community of creators and difference makers to build a career of impact.
Role Summary: Receives and processes customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected customers and sales staff. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Typically requires analysis, judgment, and sensitivity to customer needs and demonstration of high-level product and process knowledge.
Responsibilities:
Provide advanced product and service support by responding to complex customer inquiries and offering detailed information.
Process custom and special orders by coordinating with internal teams to ensure accurate and timely delivery.
Resolve escalated customer issues promptly, including providing necessary approvals and ensuring customer satisfaction.
Maintain CRM data and follow-up plans to support customer retention and business development efforts.
Build and manage customer relationships through proactive outreach, issue resolution, and renewal support.
Required Qualifications:
Education: Completion of post-secondary, technical, or vocational education (e.g., certificate, diploma, or apprenticeship program), Business Communications or related field, or equivalent work experience.
General Experience: 1 to 3 years of experience in customer service, call center, or client-facing role.
Preferred Qualifications:
Proficiency in digital communication tools (email, chat, social media) to create positive customer experiences and uphold brand standards.
Skilled in managing service conversations by effectively opening, learning, replying, and closing interactions to ensure customer satisfaction.
Ability to navigate customer challenges with empathy and professionalism, resolving issues and maintaining trust.
Strong relationship-building skills to connect with customers personally and reinforce loyalty through meaningful interactions.
Experience in identifying sales opportunities during service interactions and transitioning conversations to support business growth.
Competence in documenting and analyzing customer needs using CRM systems and in-depth questioning to support tailored solutions.
At Kohler, our mission is to help people live gracious, healthy and sustainable lives. We understand that investing in our associates is essential to achieving that goal. We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing and help you be your best. It’s a workplace that works—for you, your family, and your lifestyle.
Kohler is an equal opportunity employer. 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, or disability or any other characteristic protected by federal, state or local laws. If you are an individual with a disability and require reasonable accommodation during the recruitment process, please inform your recruiter so that we can make the necessary arrangements.