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Associate Customer Service Rep B2B

Company: Kohler
Location: Kohler
Posted on: January 16, 2022

Job Description:

Associate Customer Service Rep B2B

Location: Kohler, WI


* $500 Sign on Bonus for external hires after 90 days of employment*

Also open to the desired candidate being located in the metro Milwaukee area; Green Bay, WI; Appleton, WI; Oshkosh, WI; or Fond du lac, WI.

The 6-week training program may be conducted either onsite in Kohler, WI or virtually. We also offer the ability to work from home after completion of training.


Provide world class customer service across Kohler and Sterling brands to internal and external customers while maintaining a positive, problem-solving approach. Serves as the main point of contact for domestic wholesale, international wholesale, e-Commerce, and retail customers. Adheres to policies and procedures for order processing and management within defined time frames. Performs the following responsibilities within established policies, procedures, and parameters.


* Lead point of contact for Kohler/Sterling brands for domestic and international wholesale, retail, and e-Commerce customers.
* Basic plumbing product and application knowledge as it relates to the function and features of Kohler/Sterling brand products and parts to support order entry/management.
* Understands and promotes the use of electronic communication tools, including KCIC, SharePoint, and EDI.
* Provides support for process improvement, cost reduction, & service improvement initiatives.
* Leverage Brand Ambassador training to build internal and external business relationships through customer interactions, customer training, and other Supply Chain activities.
* Receives, prioritizes, and responds to in-bound customer inquiries via phone, email, and fax.
* Responsible for entering customer orders with defined policies and procedures.
* Responsible for processing order changes and cancellations within defined policies and procedures.
* Responsible for clearing order logs, specifically pricing and quote related issues within defined policies, procedures, and time frames.
* Understands basic Customer Service processes.
* Responsible for receiving and acting on customer inquiries such as stock check, order status check, price check, claims, etc.
* Understands basic order fulfillment and physical distribution network principles.
* Processes transactions for Reverse Logistics Programs (RGA).
* Processes claims within defined time frames.


Supervisory Relationships:

* Reports to Supervisor - B2B Customer Service
* Accepts direction from Team Leader

Organization Relationships:

* Frequent contact with Team Leaders - B2B Customer Service
* Frequent interaction with Sales Organization via email including Sales Associates, Branch Managers, and Regional Directors
* Interaction with other Supply Chain Functional areas including S&OP, Logistics, Traffic, and Supply Chain Services.

External Business Relationships:

* Frequent contact with international, retail, wholesale, or other B2B customer account contacts


* High school diploma or GED required, 2-4 year degree preferred.
* Billingual Spanish/English a plus.
* A minimum of two years total work experience is desired - typically 1+ years of customer service experience required; 2 years preferred.
* Basic Microsoft office functionality required to be successful in this position.
* Completion of internal Brand Ambassador Program required within first 12 months of employment.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates' development to make that happen. So, we offer ongoing investment in each individual's personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at

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, marital status, national origin, disability or veteran status. 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.

Keywords: Kohler, Milwaukee , Associate Customer Service Rep B2B, Other , Kohler, Wisconsin

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