Customer Service Representative

Job ID: 2017-2912

Brand: Goldwell & KMS

Location: US - OH - Cincinnati

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This position is responsible for servicing customer(s) on OTC Business processes, as to ensure to provide “Best in Class Service”, and to execute the responsibilities with excellence.

The primary objectives of the position include order entry and verifying order accuracy, answer incoming calls and providing support for company products, services, order requests, answer questions and resolve complaints. The position requires a high commitment to multi-tasking to facilitate and optimize performance.

Work schedule is Monday - Friday, 10:45am - 7:30pm.


  • Manage daily order processing activities for Direct, Distributor and Chain Customers, in an efficient and accurate manner. This includes manual order creation, ipad order management, etc.
  • Respond to high volume of phone calls and e-mails. Provide support for company products and services. Take orders requests, answer questions and resolve complaints.
  • Manage the return process by creating returns, work with Kao warehouse, and ensuring proper credit is issued to the customer and/or replacement order is processed.
  • Answer incoming calls in a prompt, courteous, and professional manner.
  • Expedites orders for same day to warehouse for delivery next day.
  • Understand supply chain requirements for customers and develop and drive solutions to issues
  • Position requires an overall understanding of departmental processes and the impact on the business
  • Drive Service Level investigation and improvements by working collaboratively with the Distribution Centers, Carriers, Customers, and Kao Cross Functional Teams
  • Utilize SAP/Mobile Sales application
  • Manage Customer Service outlook mailboxes, and address customer, sales or warehouse requests, questions, and/or issues.
  • Communicate verbally and written in a professional & efficient manner.
  • Provide backup support on other duties as required due to staff shortage.
  • Monitor open orders to ensure timely shipment to customer.
  • Receive & track inbound customer calls/complaints/shortage replacement & damages. Process Authorize pick up/return request from clients.
  • Create new master files and maintain existing master files per company policy.
  • Up-sells to customer orders with emphasis on current products and promotions. Maintain notes in SAP data base of up-sells.
  • Complies with all Kao policies and procedures including Health & Safety and J-Sox Compliance.


  • Bachelor’s Degree or a minimum of 3 years customer service experience (call center environment)
  • Work schedule is Monday - Friday, 10:45am - 7:30pm
  • May be required to work on some US holidays since position services Canadian region
  • Fluency in French a huge plus
  • SAP experience preferred
  • 1-3 years’ customer service experience (call center environment)
  • 1-2 years’ OTC experience
  • 1 year accounts receivable experience
  • Communication skills both verbal and written

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