Kohler Co. · 6 hours ago
Customer Service Team Leader
Kohler, WI
Full-time
Onsite
Mid, Senior Level
$61K/yr - $91K/yr
3+ years expKohler is a company committed to innovation and customer satisfaction, and they are seeking a Customer Service Team Leader to lead and support their B2B Customer Service team. This role involves coordinating order management activities, providing coaching to Customer Service Representatives, and ensuring alignment with Supply Chain operations to optimize service levels and operational efficiency.
Consumer Goods
No H1B
Responsibilities
Mentor and coach CSRs to enhance performance, productivity, drive accountability, and accuracy while promoting professional development
Delegate and guide assignments to motivate, improve productivity, and accuracy of the department, achieving individual and team objectives
Serve as a resource for front-line associates tactical questions and problem-solving, ensuring timely resolution of issues through leadership and teamwork
Coordinate day-to-day activities for the regional team
Foster an inclusive environment, maintain transparency, and build strong relationships across teams
Partner closely with Supply Chain and other internal departments to ensure seamless order management and operational alignment
Represent the regional team in internal and external meetings, advocating for customer service priorities and cross-functional collaboration
Participate in and lead cross-functional projects to drive process improvements and strategic initiatives
Oversee departmental metrics monitoring and analyzing data to ensure optimal service levels and attainment of business objectives, at individual, team, departmental, and organizational levels (Phone / Email QM, ASA, Adherence, OECT, CECT, LOTIF, etc.)
Perform quantitative and financial data analysis to identify trends, inform decisions, and improve customer-facing processes domestically and globally for Kohler/Sterling Brands
Utilize data-driven insights to implement solutions that enhance efficiency and customer experience
Ensure service quality standards are met and consistent with Kohler’s brand promise
Set high standards of performance owning and acting with a sense of urgency to resolve escalations promptly, maintaining professionalism and customer focus
Encourage feedback-driven improvements to continuously elevate the customer’s experience
Resolves recurring issues driving action and sustainable solutions
Qualification
Required
Bachelor's degree required
3+ years of customer service experience required, with at least 1 year of leadership, team lead, or supervisory experience preferred
Demonstrated track record of meeting performance objectives, KPIs, and service‑level goals while consistently modeling company values and cultural beliefs
Strong knowledge of customer service operations and core customer service functions, with a proven ability to deliver high‑quality customer support, manage complex customer situations, and independently resolve issues and escalations within defined empowerment and decision‑making guidelines
Advanced proficiency in Microsoft Office tools, including Excel; experience with Power BI or other reporting and analytics platforms is highly desirable
Preferred
B2B customer service experience strongly preferred, including prior work as a Customer Service Representative (CSR) in a customer service operations or customer care environment
Benefits
Day 1 benefits
Competitive total rewards package
Access to career growth and development opportunities
A diverse and inclusive workplace
A strong culture of innovation
Company
Kohler Co.
We’re a community of creators. Status quo busters. Difference makers.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
David Kohler
Chair & Chief Executive Officer
.Davor Grgic
Consultant — Retired CIO & VP - Sustainability
Recent News
2025-08-07
Google Patent
2025-05-07
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