Customer Service Agent III
Work Mode: Hybrid
Location: Bristol, PA
Opportunity:
Mentor and resource for
Customer Service Agents I and II. Customer Service Agents III (East, Central,
West/Canada) manage their area’s Business to Business and Business to Consumer
needs. Responsible for the following within established policies, procedures
and parameters. Minimal guidance. Self-sufficiency a must. Demonstrates proficiency in competencies, while
promoting their importance. Able to manage and successfully implement highly
visible and long term projects.
Specific Responsibilities
- Receives and prioritizes in-bound requests via phone, email, eCommerce portals, and Click to Chat. Responsible for checking Robern.com inquires.
- Responds in a timely manner
- Utilizes branding guidelines on all calls and email
- Project management – VIP orders and escalated issues.
Responsible for the following within established policies and procedures:
- Order Management: Perform maintenance, create ship-tos, provide status on open orders, make inquiries for new issues and communicate for all orders. Make some additional determinations on expediting/escalated customer requests for Customer Service Agents I and II. Challenging situations would be assigned to the Customer Service Agent III and/or the Manager – Service Products. Also responsible for the proactive order management of key accounts.
- Claims resolution and returns: Proficient in claims management (RGAs, Credits). Complete final step to process Claim – this will be one agent (longest tenure).
- Chargeback Letters: Complete form letter for short payments.
- Special Projects: Periodic special team involvement.
- Account Management Agent: Create, update, and close accounts.
- Projects Agent: Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom).
- Partner with Projects/Sales/Credit teams on quotes/orders – communicate on missing items including: PO, PCIs set-up in SAP, pricing in SAP, payment received, etc.
Technical Assistance
- Facilitate technical/troubleshooting communication between Customer Service and Engineering and/or Manufacturing.
- Understands and promotes the use of electronic tools, such as Extranet and electronic data interchange (EDI), CRM, KCIC, Salesforce.
- Building relationships with customers through conference calls, distributor conferences, customer training, and occasional travel to customer locations.
- Recommends continuous improvement areas to streamline and/or improve the customer service function, while still providing a white glove experience to our customers.
- Leads Robern’s successful implementation of new and/or upgraded systems, i.e. Salesforce, KCIC, Click to Chat, Tracking, etc.
- Conducts team training including 1. New team member training, 2. Technical product training, and/or 3. New systems training.
- Provides Top 20 Customer Showroom Design Services (using KDS/Robern Visualizer/CAD).
- Attends daily production meetings – this will be one agent (longest tenure).
- May occasionally cover the front desk and should remain proficient on all front desk processes.
Key
actions listed.
Communication
- Is able to independently craft a proactive message that provides information in a logical order to aid understanding of a situation; by using facts, evidence, and details.
- Uses questions effectively, including the use of probing questions.
- Uses effective verbal communication (including tact/diplomacy, ability to communicate technical concepts to non-technical)
- Uses effective language (ability to read, write, speak, and comprehend English)
- Uses effective written communication skills
- Active listening skills (listens, paraphrases what has been said, and seeks confirmation that their understanding is correct)
Set High
Standards of Performance
- Critiques own performance
- Takes ownership of a problem
- Conveys a sense of urgency and drives issues to closure
- Weighs cost benefit alternatives before making decisions
Develop Self
and Others
- Is viewed as an informal leader.
- Takes an active role in mentoring associates.
- Knows strengths and how to utilize them.
- Demonstrates highly effective use of resources.
- Willingness to seek continuous learning/product/promotions/technical information
- Seeks and uses feedback and other sources of information to identify appropriate areas for learning.
- Pursues management recommended training.
- Asks exploratory questions; takes on challenging or unfamiliar assignments.
- Puts new knowledge, understanding, or skill to practical use on the job
Focus on the
End Customer
- Independently provide options to satisfy the customers’ needs to provide a seamless service experience
- Independently make goodwill decisions to delight the individual
- Display professionalism (including: speech, demeanor, etc.)
- Proactively determine a solution to meet customer needs and resolve problems.
- Builds rapport and cooperative relationships with customers.
- Is conscientious and shows high attention to detail.
- Makes decisions based upon a mixture of analysis, experience, and judgment.
- Acquires customer information and uses it for improvements in productivity and service.
- Understands and listens to customer’s expectations and proactively anticipates customer needs.
- Teaches and promotes best business practices.
Build Trust
- Listen to others and objectively consider others’ ideas and opinions before responding.
- Give proper credit where due.
- Knows when to compromise.
- Speaks in terms of “us” and “we” rather than “they” and “them”.
Drive
Continuous Improvement
- Challenge established work procedures with intent to improve the process.
- Determine root cause of problem before deciding on solution.
- Generate new ideas and solutions to work situations.
- Partners and educates customers to explain business processes and influences business results.
Flexibility/Adaptability
- Understand changes in work tasks, situations, and environment, as well as the logic or basis for change.
- Help support the changes within the department.
- Adapt to new ideas and initiatives across a wide variety of issues or situations.
- Adapt style/approach to various working styles/personalities.
- Understand changes in work tasks, situations, and environment.
- Willing to try new processes/procedures/etc.
- Understands and recognizes the value of other points of view and ways of doing things.
- Responds positively to feedback, including mistakes or errors.
- Understand priorities and works with urgency to understand business needs.
Skills/Requirements
- High School diploma
required, 2-4 year degree preferred
- Demonstrates proficiency
in order management, SAP, CRM, Microsoft Office
- 24 months minimum proven
performance as a Customer Service Agent II and an additional 3-6 months performing level
III competencies and skills
- Customer Service
experience required
- Some Salesforce
experience preferred
#LI-Hybrid
#LI-KZ1
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.
The hourly range for this position is $22.60 - $28.25. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.
Why Work at Kohler Co.?
Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates’ development to make that happen. So, we offer ongoing investment in each individual’s personal development and the opportunity to collaborate with others across functions and roles at Kohler.
In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!
About Us
Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at www.kohlercompany.com.
It is Kohler’s policy to recruit, hire, and promote qualified personnel in all job classifications 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.
We invite you to learn more about equal employment opportunity by reviewing the Federal EEO is the Law and the EEO is the Law Supplement .
Salary : $23 - $28
