Customer Service Representative - LATAM

Customer Service Representative - LATAM

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.

Equal Opportunity Statement

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact Ver el correo electrónico en click.appcast.io. Kohler Co. is an equal opportunity/affirmative action employer.