Customer Service Team Leader - Baker

Kohler took a product in his line, heated it to 1700°F and sprinkled it with enamel powder. Placing a picture of it in the center of his one-page catalog, he called it “a horse trough/hog scalder . . . when furnished with four legs will serve as a bathtub.” Kohler was in the plumbing business.

From those humble beginnings, our company has grown into a multifaceted global family of brands that lead the way to enhance our customers’ sense of gracious living.

Please refer to the job functions and qualifications stated below.

• Manage and develop customer service staff providing continuous coaching, feedback, and training.
• Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service.
• Assists in coordinating day-to-day activities of customer service representatives.
• Serves as a motivator to assist driving the team towards goals.
• Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur.
• Recommends, tests, and implements solutions to process and procedural problems.
• Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level.
• Manage and review all reports directly related to core functions and life of a sale monthly.
• Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues.
• Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function.
• Provide feedback to Manager regarding customer service associates day-to-day performance.
• Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts.
• Participate in and act as customer service representative in company wide special projects.
• Performs other related duties as required.

• Shows enthusiasm for daily responsibilities and special projects.
• Offers own opinion even when it is likely to meet resistance.
• Displays a commitment to the organization by setting high standards of performance.
• Uses available resources to ensure attainment of team goals.
• Takes responsibility for own decisions and actions.
• Manages multiple tasks to obtain timely results.
• Questions assumptions that govern present actions.
• Makes decisions by balancing both customer and business needs
• Proven strength displaying Core Leadership Competencies.
• 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred.
• Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level.
• Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations.
• High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred.