Customer Service Supervisor

Location: Onsite - Kohler, WI

Opportunity

Reporting to the Director - B2C Customer Experience, this position is responsible for managing monthly and annual consumer and trade contact center goals. The Supervisor develops, coaches, and engages a team of trained associates who deliver branded experiences for Kohler and Sterling end consumers, distributors, retailers, and trade professionals.

SPECIFIC RESPONSIBILITIES

Functional Skills

People

• Support recruitment, onboarding, training, and ongoing development for a team of approximately twenty-two remote and on-site Customer Service Representatives based in Kohler, WI.
• Observe customer interactions for each associate and provide constructive feedback and coaching to ensure service delivery aligns with brand standards.
• Analyze customer feedback to uncover associate performance opportunities, customer needs, and department training opportunities.
• Collaborate with Customer Service Training team to determine cross-training paths for associates and discover opportunities for on-going department-wide training focused on customer delight.
• Administer all department and company policies and guidelines.
• Conduct one-on-one discussions with Customer Service Reps and Team Leaders; influence performance through coaching resulting from assessment feedback, monthly scorecards, performance ratings, and any other key metrics linked to Kohler business objectives.
• Identify and evaluate critical positions within the department and establish strategies to develop a strong talent pool.
• Conduct team meetings to drive engagement and create a sense of belonging in a primarily remote work environment.

Product

• Manage escalations at all levels, including executive-level customer concerns, by using critical thinking, problem solving, timely communication, and consistent follow-up.
• Communicate product defects to Quality and Engineering to ensure proper corrective action. Support system and process enhancements that drive comprehensive voice of customer feedback.
• Resolve warranty claims and drive down variance to ensure consistent and accurate application of warranty guidelines.
• Advocate for customer delight to other areas of the organization.
• Interact with Quality, Marketing, Digital Team, and Engineering to develop or improve product information, corrective action, and technical specifications.
• Continually work with end consumers, distributors, retailers, e-tailers, and trade professionals (including plumbers, installers, contractors, builders, and architects) to resolve any technical, design, or service issues. Build customer loyalty by upholding the brand promise and establishing positive and trusting relationships.

Processes

• Manage day-to-day operational functions of the department, maintain key performance indicators, and meet service level metrics for phone calls, emails, letters, chat, social networking and other supportive functions at the department, team, and individual level.
• Work closely with and provide backup coverage for the Analyst - Floor Monitor responsible for real-time contact center activity management. This includes constantly monitoring customer contact volume and channels and adjusting, as required, to achieve customer service levels.
• Implement process improvements that increase speed, reduce costs, and improve the customer and associate experience across Customer Service Operations. Understand and support best-in-class artificial intelligence (AI) capabilities that drive efficiency and enable more effective service delivery.
• Proactively communicate with customers to establish world-class customer service experience, build loyalty, and make it easier to do business with Kohler Co. Monitor customer service experiences and share voice-of-customer insights with the business.
• Make decisions that allow the department to achieve its financial targets.
• Understand and utilize Workforce Management Software, including scheduling, forecasting methods, and general workforce management.
• Evaluate department workload drivers and adjust resources as needed.
• React quickly to change, communicate effectively, and implement procedures that meet the needs of associates, customers, and the business.
• Use Salesforce Service Cloud to manage customer contacts, monitor the customer experience, and support consistent follow-through across service channels.
• Support the digital and AI roadmap, including discovery, training, implementation, and post-launch.