AM - Customer Care

About Us

At Kohler, our mission is to help people live gracious, healthy, and sustainable lives. We believe that empowering our associates is essential to making this vision a reality. That’s why we invest in personal and professional growth, encourage collaboration across teams and functions, and offer a comprehensive wellness package that supports the well-being of every team member.

Our approach to hiring reflects our commitment to Global Inclusion. We recruit, hire, and promote qualified individuals in all roles without regard to race, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, or disability. If you are an individual with a disability and require reasonable accommodation during the recruitment process, please let your recruiter know so we can support you appropriately.

AM - Customer Care

Job Description

About the position:

We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler Co. globally (including Kitchen and Bath, Engines, Generators, Hospitality).

As a Customer Service Assistant Manager at Kohler, you will be responsible for managing the daily operations of our customer service department. You will oversee a team of customer service representatives, ensuring that they provide excellent service to our clients. In this role, you will be responsible for setting goals and metrics, monitoring performance, and implementing strategies to improve customer experience. You will also work closely with other departments to ensure smooth operations and effective communication.

Role and Responsibility:

Be a Brand Ambassador for our customers by building relationships and creating loyalty. Provide world-class first level inbound phone/chat/email support for customers by troubleshooting, investigating, and resolving customers' inquiries about Kohler products with the goal of resolving each issue on the first contact. You will be expected to provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Kohler protocols while maintaining a positive, problem-solving approach.

Manage and oversee the daily operations of the customer service department.

Hire, train, and supervise a team of customer service representatives.

Set performance goals and metrics for the team and monitor progress.

Develop and implement strategies to improve customer experience.

Maintain and improve customer service level standards and procedures.

Monitor customer satisfaction and provide regular reports to senior management.

Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth operations and effective communication.

Develop and maintain relationships with key customers.

Provide coaching and feedback to team members to improve their performance and development.

Identify opportunities for process improvements and efficiencies.

Ensure compliance with company policies and procedures, as well as applicable regulations and laws.

Qualifications:

Bachelor’s degree mandatory

7+ years of experience in customer service or related field, with at least 4 years in a management role.

Strong leadership and people management skills.

Excellent communication and interpersonal skills.

Ability to analyze data, identify trends, and develop strategies.

Strong organizational and time-management skills.

Proficiency in Microsoft Office and customer service software.

Experience working in the manufacturing industry is preferred.

Ability to travel occasionally for customer visits.

This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.

Working Conditions:

This is a full-time role based in our customer service Pune office.

The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.

Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed

Mandatory Skills

Customer Service, customer complaints, Complaint Management

Location

Pune, Maharashtra, India

Experience

6 to 7 years