Customer Service Representative

The Customer Service Representative plays a key role in delivering a positive experience to customers by providing timely, accurate, and professional support. This position requires someone who is confident, resourceful, and able to thrive in a fast-paced environment where priorities can shift quickly. Once trained, the representative is expected to work independently while still contributing to team goals and provide signature experience to our customers.

SPECIFIC RESPONSIBILITIES

* Respond to internal and external customer inquiries via phone, email, chat or other communication channels with professionalism and empathy.

* Confidently manage periods of high call volume while maintaining service quality and composure.

* Clearly provide and explain personalized solutions in a way customer can easily understand.

* Demonstrate confidence in handling a wide range of customer concerns, including pre-sale questions, help with troubleshooting and installation, as well as order status and availability of our products.

* Use internal tools, knowledge bases, and system resources to research information and resolve customer questions. All CSRs are first-line technical agents.

* Navigate multiple systems and screens simultaneously while maintaining accuracy.

* Work independently once trained, making sound decisions within empowerment guidelines.

* Maintain consistent productivity across multiple channels such as phone calls, OMNI, and chats.

* Responsible for understanding all showroom account information for each region as well as the sales agencies that represent Kallista.

* Collaborate with senior members of the team and/or supervisors to resolve customer issues and improve workflows.

* Process standard orders with attention to detail and timeliness & confirm order lead-times to showrooms via email. Process finish sample set requests to customers & designers all over the world.

* Assist with answering OMNI emails within 24 hours from original email date & be available on click-to-chat daily to answer inquiries from our website.

* Authorize return goods using the approved RGA procedure. With assistance, determine if a product is to be returned to the warehouse or field-destroyed with proper technical team leader approval. Ensure that the proper re-stocking fees are charged back to the customer.

* Responsible for understanding all showroom account information for each region as well as the sales agencies that represent Kallista.

* Daily reporting would include, but not be limited to, the following:

o EDI

o SQVI

o Daily Order Report

RELATIONSHIPS & CONTACTS

* Reports to Customer Service-Supervisor

* Frequent contact with sales regarding customer issues, product defect issues & returned goods procedures.

* Frequent contact with supply chain team to review product availability and shipping information from vendors.

* Frequent contact with internal departments such as product marketing, engineering, and our warehouse to review processes & procedures, literature, new product information, training, etc.

EXPERIENCE REQUIREMENTS

* Proficient attention to detail & accuracy

* Technically curious and eager to understand how plumbing systems and our products work

* Confident, patient, and able to handle escalations with professionalism

* Resourceful and quick to learn new tools & systems

* Adaptable to changing business needs & requirements

* Reliable, self-motivated, and committed to delivering signature experience for our internal and external customers

* Organized

* Be strong with planning

* Takes initiative

* Strong communication skills

* Comfortable with technology (computer, phone, electronics & computer programs)

Candidates who can work onsite / hybrid in Kohler, WI are highly desired

#Li-VS1