Associate Customer Service Representative, B2B - (req72924)

Sterling Kohler; Northern (KY); Hybrid; USD 25,000 - 38,000; Full time

Job summary

Kohler Co. is seeking an Associate Customer Service Representative (B2B) to deliver world-class service to domestic and international customers.

This remote role acts as the primary contact, handling inquiries, orders, and issues with a proactive, solution-focused approach. Responsibilities include managing inquiries by phone and email, order processing, maintaining product knowledge, and promoting self-service tools such as KCIC, SharePoint, and EDI.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• 2+ years total work experience; 1+ years in Customer Service.
• Excel proficiency for business solutions (data entry, formatting, basic formulas).
• Proficiency with Microsoft Office Suite applications.
• Brand Ambassador Program completion within first year.

Responsibilities

• Lead point of contact for customer inquiries via phone and email.
• Process orders through entry, fulfillment, shipments, tracking, and cancellations.
• Build knowledge of products and distribution networks to assist customers.
• Promote self-service tools (KCIC, SharePoint, EDI) to customers.
• Aim for first contact resolution within service level standards.

Skills

Excel for business solutions

Office Suite

Brand Ambassador

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Tools

KCIC

SharePoint

EDI

Job description

Associate Customer Service Representative, B2B

Work Mode: Remote

Location

Remote - Kohler, WI (must live within 75 miles of Kohler, WI)

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 2 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 applications.
• Completion of internal Brand Ambassador Program within first year of employment.

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. WiredEthernet 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. Closing shifts are required to stay online until 5:02PM.

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

We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you’ll have access to your applicable benefit programs from your first day on the job, with no waiting period. The hourly range for this position is $18.20 - $27.30. The specific hourly rate offered to a candidate may be influenced by a variety of factors including candidate's education and work location.

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.