Customer Service Team Leader, B2C

Customer Service Team Leader, B2C

Work Mode: Onsite

Location: Onsite (Monday - Thursday) Kohler, WI

Opportunity

Provide World-Class Customer Delight to consumers of Kohler/Sterling products by taking ownership of Customer Service Rep (CSR) questions, productivity, and opportunities through leadership. Also includes direct support and effective resolution of customer escalations. Must be capable of engaging, coaching, and evaluating CSRs to attain team and department objectives and key results.

SPECIFIC RESPONSIBILITIES

People

• Provide feedback to CSRs and Supervisors about CSR’s daily performance and prepare daily objective reports.
• Conduct monthly 1:1 session with all assigned CSRs to support development.
• Create an inspiring, collaborative environment where everyone can achieve their full potential.
• Share best practices with other Team Leaders and other areas across the Customer Care organization.
• Evaluate CSR interactions with customers and provide feedback and coaching focused on brand requirements.
• Mentor and coach CSRs to drive performance, efficiency, accountability, and accuracy while promoting professional development.
• Administer assessments, analyze results, identify training opportunities, and communicate insights to CSRs and Supervisors.
• Conducts individual and department-wide training.
• Provides intra-departmental support and direction as assigned.
• Provides customer-facing support as needed.
• Drive associate engagement through ongoing activities, collaboration, and team meetings.

Product

• Provide real-time coverage on customer resolution and internal CSR support lines.
• Resolve customer escalations from various levels within the organization.
• Partner with product quality leadership to identify product improvement opportunities and share voice of customer feedback.
• Communicate product updates with CSRs to ensure they are prepared to best support customer inquiries.
• Collaborate with supply chain teams to help ensure that parts and products are delivered promptly and in alignment with customer needs.
• Interact with Quality, Marketing, Digital Team, and Engineering to develop or refine product information, corrective action, and technical specifications.

Process

• Utilize Salesforce for Service to manage all customer contacts and experience, while supporting enhancements.
• Support the digital roadmap, including discovery, training, implementation, and post-launch.
• Implement process improvements that drive efficiency and reduce costs across all areas of Customer Service Operations.
• Collaborate with other members of the Customer Care leadership team to identify areas of improvement and initiate action to drive operational improvements.
• Adopt best practices using AI geared towards customer experience and efficiency.

Skills/Requirements

• High School Diploma or GED required; Bachelor’s degree preferred. Candidates with equivalent education, skills, and relevant experience will be considered.
  
• 2+ years of experience in customer service, customer support, or customer operations, with demonstrated ability to deliver high‑quality service, manage complex customer situations, and independently resolve customer escalations using established decision‑making guidelines.
  
• Proven track record of meeting or exceeding performance goals, including key performance indicators (KPIs) related to customer satisfaction, service efficiency, warranty administration, and sales performance, while consistently modeling company values and culture.

#LI-Onsite

#LI-KS1

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 salary range for this position is $60,700 - $91,100. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the 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 kohlerjobs@kohler.com.  Kohler Co. is an equal opportunity/affirmative action employer.