AM Customer Care

KOHLER India; Hadapsar; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Kohler India Technical Center is seeking an experienced AM – Customer Care to lead the daily operations of the Customer Care department in Pune. You will oversee a team of customer care associates, set goals, monitor performance, and partner with other departments to ensure exceptional service for Kohler’s customers.

This role requires 12+ years in customer service with at least 5 years in people management, strong leadership, analytical mindset, and excellent communication.

Qualifications

• 12+ years in customer service or related field with at least 5 years in people management.
• Strong leadership and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and develop strategies.
• Experience in manufacturing environment preferred.

Responsibilities

• Manage daily operations of the Customer Care department.
• Hire, train, and supervise customer service associates.
• Set and monitor team performance goals and metrics.
• Develop strategies to improve customer experience.
• Collaborate with sales, marketing, and operations for smooth operations.
• Provide coaching and feedback to improve performance.

Skills

People management

Leadership

Communication

Data analysis

Time management

Tools

MS Office

Job description

At Kohler, our mission is to help people live gracious, healthy, and sustainable lives. We believe that empowering our associates is essential to making this vision a reality. That’s why we invest in personal and professional growth, encourage collaboration across teams and functions, and offer a comprehensive wellness package that supports the well-being of every team member.

Kohler is an equal opportunity employer. Along with competitive compensation and benefits, we offer something more enduring—a legacy built on bold innovation, creative excellence, and a deep commitment to our people and communities. Learn more about our culture and career opportunities at www.kohler.co.in/careers.

Our approach to hiring reflects our commitment to Global Inclusion. We recruit, hire, and promote qualified individuals in all roles without regard to race, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, or disability. If you are an individual with a disability and require reasonable accommodation during the recruitment process, please let your recruiter know so we can support you appropriately.

AM Customer Care

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services.

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

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. Kohler Co. is an equal opportunity/affirmative action employer.

Kohler India is certified as a Great Place to Work Organization. This certification is an endorsement of the culture and values we live by - every day.

Position Description

Position Title

AM – Customer Care

Department

Customer Services

Division

Grade

AM

Reporting to

About the position

We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).

As a Customer Care Assistant Manager at Kohler, you will be responsible for managing the daily operations of our Customer Care department. You will oversee a team of customer care associates, ensuring that they provide excellent service to our end consumers. In this role, you will be responsible for setting goals and metrics, monitoring performance, and implementing strategies to improve customer experience. You will also work closely with other departments to ensure smooth operations and effective communication.

Role and Responsibility

Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Kohler India products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.

• Manage and oversee the daily operations of the Customer Care department.
• Hire, train, and supervise a team of customer service associates.
• Set performance goals and metrics for the team and monitor progress.
• Develop and implement strategies to improve customer experience.
• Maintain and improve customer service level agreements and procedures.
• Monitor customer satisfaction and provide regular reports to senior management.
• Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth operations and effective communication.
• Develop and maintain relationships with key customers.
• Provide coaching and feedback to team members to improve their performance and development.
• Identify opportunities for process improvements and efficiencies.Ensure compliance with company policies and procedures, as well as applicable regulations and laws.

Qualifications

• 12+ years of experience in customer service or related field, with at least 5 years in a people management role.
• Strong leadership, Problem solving and People management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and develop strategies.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office and customer service software.
• Experience working in the manufacturing industry is preferred.

This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.

Working Conditions

This is a full-time role based in our customer service Pune office. The includes evenings and weekends working to meet customer demands, as we operate 24/7. You'll work six days a week with rotating shifts and weekly offs. Occasional travel for business may also be required.

Organizational Relationships

• Reports to Manager – Customer Care,
• Regular interactions with business stakeholders from different Kohler business verticals at ITC
• Frequent interaction with internal stakeholders including senior leadership team.

Mandatory Skills

Team Management, Escalation Management, People Leadership, Inbound Voice Process, Data Analytics, Reports and Dashboards

Location

Magarpatta, Hadapsar, Pune, Maharashtra, India