Customer Service Representative – LATAM
About the role
Work Mode: Remote
Opportunity
Reporting to the International B2B Customer Service Manager, this role supports Latin America distributors with a strong emphasis on data analysis, performance reporting, and insights-driven decision making. The position is responsible for order management, shipment planning, backlog and inventory analysis, and distributor performance reporting. The role partners cross-functionally to translate complex supply chain and customer data into actionable insights that improve service, reduce backlog, and support distributor growth across Latin America markets.
SPECIFIC RESPONSIBILITIES
Distributor & Customer Support
Serve as the lead point of contact for assigned Latin America distributor accounts, managing inquiries and escalations across phone, video, email, and written communication.
Support distributors by providing data-backed recommendations related to order status, delivery performance, backlog, and inventory availability.
Partner with Sales to support distributor business reviews using clear, concise performance metrics and trend analysis.
Data Analysis & Business Reporting (Enhanced Focus)
Own backlog, order aging, and delivery performance analysis for LATAM distributors, identifying trends, risks, and root causes.
Develop and maintain recurring and ad-hoc reports using SAP, Excel, and other reporting tools to support distributor and internal decision-making.
Translate raw data into meaningful insights, executive-level summaries, and visual reporting for leadership and distributor discussions.
Proactively identify opportunities for process improvement, service recovery, customer experience using data-driven analysis.
Order & Supply Chain Management
Manage orders from entry through delivery, including business-critical, quoted, and project-based orders.
Utilize SAP and reporting tools to proactively manage backlog, shortages, and shipment timing.
Support no-touch and electronic order entry initiatives in partnership with EDI and IT teams.
Understand international shipping programs and collaborate with Global Transportation and Logistics teams to meet distributor needs.
Global Supply Chain & Compliance
Demonstrate working knowledge of global supply chain processes, including export/import compliance and international freight management.
Own resolution of complex order, shipment, and delivery issues affecting LATAM distributors.
Claims, Returns & Continuous Improvement
Execute claims and returns per Kohler policies and support OS&D (Overage, Shortage & Damage) improvement initiatives.
Lead or contribute to cross-functional supply chain projects such as freight optimization, inventory reduction, reporting standardization, and customer self-service adoption.
Document processes, standardize reporting, and support continuous improvement initiatives across LATAM customer service operations.
Collaboration & Communication
Build strong relationships with distributors and internal partners including Sales, Supply Chain, Logistics, S&OP, Pricing, IT, and Finance.
Support distributor conferences, training, and occasional travel to LATAM markets.
Communicate findings and recommendations clearly, balancing analytical detail with practical business impact.
Skills/Requirements
Minimum two years of experience in international customer service, supply chain, business analytics, or a related field
Demonstrated experience in data analysis, reporting, and business insights, preferably in a supply chain or distributor environment
Advanced proficiency in Excel (pivot tables, lookups, data visualization)
SAP experience strongly preferred
Bilingual preferred: English/Spanish (Portuguese a plus)
Strong written and verbal communication skills across global regions
Ability to support limited international travel (2–3 times per year)
Strong analytical mindset with the ability to simplify complex data into actionable insights
High sense of urgency with disciplined prioritization of work
Ability to communicate data-driven insights effectively at operational and leadership levels
Proactive problem-solver with sound judgment and structured decision-making approach
Detail-oriented, highly organized, and capable of managing multiple priorities
Collaborative, adaptable, and customer-focused team player
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.
Questions about this role
How do I apply to this Customer Service Representative – LATAM role at Kohler Co?
Click "Apply with AI Applyd" above. We auto-fill the application from your resume and answer screening questions in seconds. No copy and paste, no juggling tabs.
What's the typical salary for Customer Success Manager in your country?
Compensation varies by seniority, employer size, and location. When this listing publishes a salary band you'll see it in the badge row above the description.
How fast does AI Applyd auto-apply?
Most applications complete in under 90 seconds. You can track the status in your dashboard and watch the screenshot proof land the moment the application submits.
What ATS does Kohler Co use?
AI Applyd supports Greenhouse, Lever, Ashby, Workday, iCIMS, SmartRecruiters, LinkedIn Easy Apply, and most other ATS platforms. If we can submit through the platform, we do.
Want AI Applyd to auto-apply to roles like this?
We tailor your resume per posting, fill the forms, and track replies for you.