Kitchen, Bath & Lighting Store Customer Service Coordinator

Customer Service Coordinator

The Kitchen, Bath & Lighting Store Customer Service Coordinator seeks to enhance the experience at the Kitchen, Bath & Lighting Store (KBL) to ensure all customers receive the best-in-class customer service. This position is to support the showrooms within the Southern Region with order management/fulfillment, training, and process/SOP adherence. Open to remote work with ability to day or overnight trips to locations within Southern Region.

Responsibilities

• Conduct internal salesperson follow-up as necessary to address customer/order issues, assess customer satisfaction and promote alternate options as needed.
• Deliver exceptional service in a manner that meets KBL Store and First Supply profit objectives including but not limited to minimizing delivery costs, minimizing rate of returned products outside of manufacturer defects, maximizing gross profit by supporting store sales growth
• Manage product orders beyond quotation and order entry stages, including procurement from vendors when required, tracking vendor purchase orders, facilitating solutions for fulfillment and allocation issues, scheduling product delivery by First Supply or third-party services, and communicating order status to the sales associated and/or customer as necessary
• Maintain a cyclical order follow-up system to ensure all orders reach completion, focusing on efficiency, thoroughness, attention to detail, and workload management
• Work with store teams and managers to drive invoicing as it relates to order fulfillment and completion
• Coordinate and conduct KBL Chat feature
• Provide support and order management solutions as needed for KBL E-commerce

Employee Training and Development

• Coaching teams on First Supply systems and standard operating procedures including our ERP system and any other processes required for in-store operations
• Other duties/responsibilities as assigned by leadership

Qualifications

• Experience in customer service, data entry/order management or sales environment preferred
• Knowledge of Kitchen & Bath products, sales, installation, or service preferred
• Computer knowledge and skills with the ability to learn First Supply's business system
• Possess critical thinking skills with the ability to evaluate and utilize information including but not limited to customer preferences, vendor information, company capabilities, and operational process
• Ability to communicate information and ideas effectively with vendors, customers and internally by telephone, email, and in person
• Ability to read, speak, understand, and write English
• Ability to add, subtract, multiply, and divide all units of measure
• Valid driver's license and a driving record which meets underwriting standards
• Ability to travel up to 5-10% of time for site visits within KBL Southern Region
• Attendance on a regular and consistent basis
• Partially to fully remote work may be available

First Supply, family-owned and operated for over 125 years, offers its employees a great benefits package including; medical, dental, vision, 401(k) with company match, PTO, company paid holidays, on demand pay, education assistance, adoption assistance, and more!

About Gerhard's/First Supply

Gerhard's, owned and operated by First Supply, is the largest and most versatile kitchen and bath store in the upper Midwest. We offer a huge variety of kitchen and bath choices from contemporary to traditional styles, along with service you won't find anywhere else. Visitors to Gerhard's will view complete kitchen and bath suites, many of them working models. In addition to kitchen and bath accessories many specially featured products are available such as cabinetry, countertops, tankless water heaters and central vacuum systems to name a few. All product offerings include a vast selection of eco-friendly options.

First Supply is a leading main channel wholesale distributor providing industrial customers and building contractors with an extensive line of products and services. First Supply features manufacturer product lines in the plumbing, heating, air conditioning, builder, waterworks, pump/well & septic, industrial and municipal markets. Headquartered in Madison, Wisconsin, First Supply has more than 700 employees in 29 operating facilities serving Wisconsin, Minnesota, Iowa, Illinois and Michigan UP. The company has over $100 million in inventory and over $400 million in annual sales.

First Supply LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.