Associate Customer Service Representative, B2B - (req66745)

Sterling Kohler; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Sterling Kohler seeks an Associate Customer Service Representative (B2B) to deliver exemplary service in a remote capacity. The representative will manage diverse customer inquiries, focusing on seamless communication and resolution. This role requires a proactive problem solver with a background in customer service and Microsoft Office, especially Excel.

Benefits

Medical, dental, vision & 401k

Access to career growth and development opportunities

Qualifications

• Minimum two years’ work experience required, with 1+ years in Customer Service.
• Experience in data entry and formatting with Microsoft Excel.
• Completion of internal Brand Ambassador Program within first year.

Responsibilities

• Lead point of contact for managing customer inquiries via phone and email.
• Execute Customer Service processes and manage orders.
• Drive first contact resolution prioritizing customer inquiries.

Skills

Microsoft Excel

Customer Service

Problem Solving

Education

High school diploma or GED required

Associate or bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

Associate Customer Service Representative, B2B

Work Mode:Remote

Location:Remote - United States

Opportunity

The Associate Customer Service Representative (B2B) provides world-class support to domestic, international, wholesale, retail, and eCommerce customers. Acting as the primary customer point of contact, this role ensures seamless communication and resolution of inquiries while maintaining a proactive and problem-solving approach.

Specific Responsibilities

• Customer Support: Lead point of contact managing customer inquiries via phone and email, including inventory checks, purchase order status updates, lead times, pricing inquiries, claims, returns, and more.
• Order Management: Seamlessly execute Customer Service processes and manage orders through entry, order discrepancies, fulfillment, shipments, tracking, cancellations, pricing, claims, warranty, quotes, etc.
• Operational Insight: Learn and maintain familiarity with products, applications, and physical distribution network principles to effectively assist customers through order fulfillment.
• Self-Service Tools: Gain knowledge, advocate, and promote self-service tools including KCIC, SharePoint, & EDI to empower customer autonomy.
• Customer Experience: Drive first contact resolution prioritizing and responding to customer inquiries in a gracious manner, within service level standards.
• Project Support: As assigned by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and customer experience improvement initiatives.
• Adherence: Consistently adhere to assigned policies, schedules, and procedures to ensure optimal service coverage and team reliability.

Skills/Requirements

• High school diploma or GED required; associate or bachelor’s degree preferred.
• A minimum of two years’ total work experience is required, with 1+ years’ experience in Customer Service.
• Experience in Microsoft Excel for business solutions including tasks like data entry, formatting, spreadsheets, creating simple charts or pivot tables, and basic formulas (e.g., SUM, AVERAGE).
• Proficiency in the broader Microsoft Office Suite.
• A proactive approach to problem solving and resolution; using trended data to perform root cause analysis and derive actions.
• Completion of internal Brand Ambassador Program within first year of employment.
• Proficiency in French is considered a plus but is not a requirement for this role.

Remote Work Requirements (Equipment Provided)

• Applicant will secure and be responsible for paying their own internet expenses.
• Daily access to hard-wired internet service via cable, fiber, or DSL with a minimum 10mbps service. Wired Ethernet connection that meets upload and download speed requirements as noted. Wi-Fi, dial up, satellite or cellular internet is not acceptable and cannot be used with Kohler systems.
• All applicants will be required to have a separate confidential and distraction free workspace with no background noises.
• Full focus on delivering a world-class service experience, free from other responsibilities during working hours.
• Applicants will be required to work during their assigned shift time Monday - Friday between the hours of 7:00AM – 5:00PM.

#LI-Remote

#LI-KS1

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

The hourly range for this position is $19.00- $21.65. The specific hourly rate 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 [e-mail]. Kohler Co. is an equal opportunity/affirmative action employer.