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Kohler Co. · 19 hours ago

Customer Service Supervisor

Bristol, PA

Full-time

Onsite

Mid, Senior Level

$65K/yr - $98K/yr

3+ years exp

Kohler Co. is a global leader in the customer service experience for the Robern brand. The Supervisor – Customer Service is responsible for leading the customer service team, overseeing order fulfillment, and driving continuous improvement across processes and technology.

Consumer Goods

No H1B

Hiring Manager

Katie Zimmer

Responsibilities

Develop and refine standard work procedures

Establish and communicate metrics to monitor and improve service performance

Ensure effective use of SAP for business and accounting control

Lead implementation of technologies that enhance customer service capabilities

Supervise and develop team members through training, feedback, and performance management

Mentor new associates and foster leadership maturity

Partner with Sales, Marketing, Manufacturing, and Supply Chain to align priorities with customer needs

Track and communicate customer feedback

Promote the Robern brand through product and process expertise

Minimize freight and shipping costs within strategic guidelines to support profitability

Lead the fulfillment of Robern orders by managing backlog and coordinating with supply chain, manufacturing, and logistics to ensure on-time delivery

Identify and resolve delivery issues and drive process improvements

Oversee resolution of claims, deductions, audits, and pricing discrepancies

Ensure accurate billing and credit processing aligned with company policies

Balance cost and service to meet customer needs

Use negotiation and compromise to support sales conversion

Pursue self-development and lead initiatives to enhance the customer experience

Perform Additional Responsibilities As Assigned

Qualification

SAPContinuous ImprovementTeam LeadershipCustomer Service ExperienceCommunication SkillsProblem SolvingOrganizational SkillsCustomer-focused MindsetTeamwork