Associate Customer Service Representative (Bilingual), B2B

Associate Customer Service Representative (Bilingual), B2B

*Work Mode: Remote*

Location

Remote - Kohler, WI

Opportunity

• Provide world-class customer service to French-speaking and English-speaking customers, delivering a positive, solutions-focused experience.
• Serve as a key point of contact for domestic, international, wholesale, retail, and/or ecommerce customers, helping manage questions and needs from order placement through resolution.
• Build knowledge of Kohler products, systems, and processes while partnering across the organization to resolve customer needs.
• Use your French-language skills in a customer-focused role supporting Kohler's business and customers.
• Contribute to a collaborative team focused on customer experience, problem solving, and continuous improvement.

Specific Responsibilities

• Learn Customer Service processes, products, systems, and tools through training and hands-on experience.
• Support domestic, international, retail, and/or ecommerce customers with day-to-day questions and order needs.
• Build product knowledge to help customers with order entry, product questions, and general order support.
• Learn the basics of order fulfillment and distribution to help answer customer questions.
• Become familiar with customer self-service tools, including KCIC, SharePoint, and EDI.
• Respond to customer questions by phone and email in a timely and helpful manner.
• Assist customers with questions related to:

• Product availability and order status
• Product information
• Pricing and quotes
• Claims and returns
• Help resolve customer concerns using established processes and guidelines, involving the appropriate team members when additional support is needed.
• Participate in team projects or improvement efforts as assigned by the Supervisor or Team Leader.
• Build an understanding of how Customer Service works with other areas of the business to support customers.
• Follow established processes to support:

• Customer orders, changes, cancellations, and credit card transactions
• Customer claims and returns
• Pricing, quotes, and basic order issues

Order error tracking and resolution

* Remote Work Requirements (equipment provided)

• Maintain reliable internet service suitable for performing the role. Internet service and related costs are the responsibility of the employee.
• A hard-wired internet connection using cable, fiber, or DSL with a minimum speed of 10 Mbps is required. Wi-Fi, dial-up, satellite, and cellular internet are not compatible with Kohler systems.
• Have a dedicated workspace that allows for confidential customer conversations and minimal distractions or background noise.
• Be available and focused on customer needs during scheduled working hours.
• Work an assigned Monday-Friday shift between 7:00 a.m. and 5:00 p.m. Team members assigned to the closing shift will remain available through 5:02 p.m.

Skills/Requirements

• High school diploma or GED required. Associate or bachelor’s degree is a plus, but not required.
• Fluency in French and English, both written and spoken, is required for this role.
• Customer service experience is preferred, but we’re also open to candidates with transferable experience from retail, hospitality, call centers, internships, co-ops, or other customer-facing roles.
• Current college students and recent graduates are encouraged to apply.
• Basic familiarity with Microsoft Office applications.

#LI-Remote

#LI-KS1

*Applicants must be authorized to work in the US without requiring sponsorship now or in the future.*

*We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you’ll have access to your applicable benefit programs from your first day on the job, with no waiting period. The hourly rate for this position is $22.50/hr.*

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants 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 [email protected]. Kohler Co. is an equal opportunity/affirmative action employer.