Customer Service Agent I

Customer Service Agent I

Work Mode: Hybrid

Location: Bristol, PA or Kohler, WI

Hybrid: 1 day per week in office

Opportunity

To act as a primary customer contact for service using different mediums. Service-related functions are generally defined as all customer functions that may be required for a Robern product before and after it has been delivered to the buyer.

Responsible for satisfying customer requirements from initial inquiry to customers’ overall delight.  Be the voice of the customer and provide customer insights on a regular basis.

You are empowered to make decisions to delight our customers that will have an impact on the Robern business.  With that empowerment it is expected to be a good steward for our company resources by providing accurate and ethical data entry information into the SAP and CRM systems.

Specific Responsibilities

• Provide information for all potential customers as it relates to (but not inclusive) the list below:

• Where to buy Robern product
• Information on product
• Availability
• Literature
  
• Design & Plumbing Layout
  

• Support all authorized Robern Showrooms in timely and accurate order entry, order confirmations with estimated shipping dates and review of EDI orders.
  
• When requested provide order status updates, shipping information and tracking of a shipment.
  
• Assist in resolving freight damage claims in a timely manner for all Premier Robern Showrooms.
  
• Act as a first line of technical support by being able to trouble shoot installation issues, determine what parts are needed for the product to operate and process all warranty claims.
  
• Coordinate ASR’s through the Robern Service Representative if deemed necessary.
  
• Authorize return goods using the approved Robern RGA procedure.  Determine if a product is to be returned to the Robern warehouse or field destroyed with proper management approval. 
  
• Ensure that the proper re-stocking fees are charged back to the customer.
  
• Responsible for account information in a defined region, but may assist customers outside of a defined region in daily operational issues, i.e.  Order status, tracking, RGA’s, etc.
  
• Be held accountable for annual business and competency objectives agreed upon with the customer service team through the Maximizing Performance review.  Track and measure objectives.

Skills/Requirements

• 1-3+ years of successful experience in a customer facing role.
• High school diploma required.  

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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.