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.