Supervisor, Customer Service, B2C

Work Mode: Hybrid

Location: Hybrid - Kohler, WI

Opportunity

Under the direction of Director – B2C Customer Service, manage and meet monthly and annual consumer and trade contact center goals. Develop and engage a team of capable, trained, quality associates who provide branded experiences for our Kohler and Sterling end consumers, distributors, retailers, and trade professionals.

Specific Responsibilities

People

• Support recruitment, training, and on-going development of a team of approximately twenty-five remote and on-site (Kohler, WI) Customer Service Reps.

• Observe customer interactions for each associate and provide constructive feedback and coaching to ensure they meet the requirements of the brand.

• Analyze customer feedback to uncover associate performance opportunities, customer needs, and department training opportunities.

• Work with Customer Service Training team to determine cross-training path for associates and uncover opportunities for on-going department-wide training focused on customer delight.

• Administer all department and company policies and guidelines.

• Conduct one on one discussions with Customer Service Reps and Team Leaders; influence performance through coaching resulting from assessment feedback, monthly scorecards, performance ratings, and any other key metrics linked to Kohler business objectives.

• Identify and evaluate critical positions within the department and establish strategies to develop a strong talent pool.

• Conduct team meetings to drive engagement and create a sense of belonging in a primarily remote work environment.

Product

• Effectively manage all levels of escalations, including the Executive level customer, using critical thinking, problem solving, and frequent follow up.

• Communicate product defects to Quality and Engineering to ensure proper corrective action is taken. Support system and process enhancements that drive comprehensive voice of customer feedback.

• Resolve warranty claims and drive down variance to ensure consistent and accurate application of warranty guidelines.

• Advocate for customer delight to other areas of the organization.

• Interact with Quality, Marketing, Digital Team, and Engineering to develop or improve product information, corrective action, and technical specifications.

• Continually work with end consumers, distributors, retailers, e-tailers, and trade professionals (including plumbers, installers, contractors, builders, and architects) to resolve any technical, design or service issues. Build customer loyalty by upholding the brand promise and establishing positive and trusting relationships.

Processes

• Manage day to day operational functions of the department, maintain key performance indicators, and meet service level metrics for phone calls, emails, letters, chat, social networking and other supportive functions at the department, team, and individual level.

• Work closely with and provide backup coverage for the Analyst – Floor Monitor responsible for real-time contact center activity management. This includes constantly monitoring customer contact volume and channels and adjusting, as required, to achieve customer service levels.

• Implement process improvements that drive speed and reduce cost across all areas of Customer Service Operations. Understand and support best in class technology to drive efficiency.

• Proactively communicate with our customers to establish world-class level of customer service, building loyalty and making it easier for them to do business with Kohler Co. Monitor customer service experience and push information to the business as the voice of the customer.

• Make decisions that allow the department to achieve its financial targets.

• Understand and utilize Workforce Management Software, including scheduling, forecasting methods, and general workforce management.

• Evaluate department workload drivers and adjust resources as needed.

• Be able to react quickly to change, communicate effectively, and implement procedures to meet the needs of the associates, customers, and the business.

• Understand and utilize Salesforce for Service to manage all customer contacts and experience.

• Support the digital roadmap, including discovery, training, implementation, and post-launch.

Skills/Requirements

• Knowledge of Salesforce for Service and Kohler Co. products preferred.

• A bachelor’s degree required. In addition, 5+ years of customer service experience desired, along with 2+ years of leadership experience in a customer service environment, preferred.

• Must exhibit strong leadership competencies and model team building, conflict management, and negotiation skills in complex situations.

• Ability to work efficiently in a challenging environment, manage stressful situations, and quickly resolve urgent conflicts.

• Thrives in a diverse, agile, and dynamic environment.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $73,400 - $92,500. The specific salary 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 #BecomeMoreAtKohler 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 kohlerjobs@kohler.com . Kohler Co. is an equal opportunity/affirmative action employer.