Customer Service Team Leader

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.

Location: Onsite, 4 days a week (Kohler, WI)OpportunityLead 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.Functional Skill & Specific ResponsibilitiesLeadership & CoachingMentor 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.Collaboration & Cross-Functional AlignmentPartner 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.Operational Excellence & Data AnalysisOversee 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.Customer Experience & Escalation ManagementEnsure 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. Represents Kohler Company's Cultural BeliefsDelight 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.





The actual base salary offered to a candidate may be higher than the approved range. This will vary depending on a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus and a special project incentive.

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. You are eligible for our total rewards package on Day 1 of your employment, including medical, dental, vision, disability and life insurance; mental health and care resources; pension and 401k plan with company match; paid time off and volunteer time off; paid maternity and paternity leave; tuition assistance; and associate discounts on a variety of Kohler products and services.

It is the policy of Kohler Co. to provide equal employment opportunity to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, gender identity or expression, military status or any other characteristic protected by federal, state or local laws. We are strongly committed to this policy and believe in the concept and spirit of the law. Kohler Co. is committed to assuring that: All recruiting, hiring, training, promotion, compensation, and other employment related programs and processes are provided fairly to all persons on an equal opportunity basis without regard to any characteristic protected by law; Employment decisions are based on merit and the principles of equal opportunity; Its applicants and associates with disabilities have equal access to its employment processes, including those implemented through information and communication technologies. When requested and possible, Kohler Co. will provide reasonable accommodation to ensure qualified applicants and associates with disabilities receive equal employment opportunity in the operation of employment policies and processes. In addition, Kohler Co. complies with the Pregnant Workers Fairness Act (PWFA). It will provide reasonable accommodations to qualified applicants and associates to accommodate known limitations related to pregnancy, childbirth, or related medical conditions; It will provide reasonable accommodations for religious beliefs or practices where appropriate and in accordance with applicable law; an Associates and applicants will not be subjected to retaliation, harassment, intimidation, threats, coercion, or discrimination because they have exercised any right protected by law. Kohler Co. believes in and practices equal opportunity. The Assistant General Counsel, Employment & Compliance, serves as the Equal Opportunity Coordinator for Kohler Co., and has overall responsibility for assuring compliance with this Policy. All associates are expected to support and uphold this policy. Kohler Co. maintains Affirmative Action Plans as required by and in accordance with applicable law. Any questions regarding the Plans should be directed to the Assistant General Counsel, Employment & Compliance.