Customer Service Representative II - Portland, OR (Temp to Hire)
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POST DATE 9/1/2016
END DATE 11/1/2016
JOB DESCRIPTIONCustomer Service Representative II - Portland, OR (Temp to Hire)
Basic Function: The Customer Service Representative has the primary responsibility for communication and problem resolution with our showroom teams to insure customer satisfaction. This includes maintaining all appropriate documentation and account records.
Provide Support and Problem Resolution to Showroom Staff:
1 Act as a point of contact for showrooms to troubleshoot difficult problems including SAP issues. Either respond to issues or coordinate the issue response with the appropriate functional group.
2 Responsible for competently, efficiently and appropriately handling a fluctuating volume of contacts and question types, and responding to inquiries within defined service level threshold.
3 Possess an in depth knowledge of the functions and features of Ann Sacks products.
4 Track issues by category and root cause, provide frequency analysis along with recommendations to address root cause, reducing overall issue frequency.
5 Provide backup phone coverage for corporate switchboard. Route incoming inquiries to appropriate personnel and showrooms.
6 Establish and maintain successful relationships with internal departments allowing for timely and effective resolution of customer issues.
7 Ensure fulfillment of Ann Sacks orders via management of Ann Sacks' open Backlog. Manage orders by incorporating appropriate manufacturing, supply chain and transportation resources to ensure on-time delivery. Problem solve issues impacting on-time delivery and suggest improvements to existing processes and procedures to deliver positive customer experience.
8 Assist in resolution of claims, deductions, audits and pricing administration.
9 Continually identify the best cost versus service alternatives to meet the requirements of customer situation. Utilize negotiation skills and compromise to capture the sale.
10 Ensure SAP is leveraged and used correctly as Kohler Co.'s enterprise system driving business process and accounting control.
11 Demonstrate professionalism while building and acquiring expertise in Supply Chain and Customer Service actions internally and externally.
12 Document and track customer feedback and communicate back to Ann Sacks to drive continuous improvement
1 Coordinate special onetime projects, as assigned by supervision. Would be responsible for planning, and overseeing such projects to completion. Such projects may include pricing proposals, analysis of specific ASC processes, business process changes that may affect master data, etc.
Strong problem solving ability, combined with the ability to communicate effectively via phone, email and in person. Must possess service orientation. Prior customer service experience highly preferred.
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!
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.kohler.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, marital status, national origin, disability or veteran status. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact firstname.lastname@example.org . Kohler Co. is an equal opportunity/affirmative action employer.