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.