Project Coordinator, Install Services

Work Mode: Hybrid

*Location: * Hybrid - Kohler, WI

Opportunity

The Project Coordinator, Install Services will coordinate and execute all aspects of Install Service order management, encompassing tasks such as order entry, customer contacts, and dispatching work orders for service execution. As part of the Field Services & Install team, this role actively participates in identifying business models that elevate both customer and installer experiences. This includes engaging in projects aimed at improving the efficiency of project coordination and execution, as well as emphasizing strategic prioritization to optimize workflows.

Specific Responsibilities

• Manage Install Service orders, including the following:

• Install Services order creation

• Work order creation and dispatch to the appropriate labor party

• Customer contact + labor contact

• Processing of customer payment

• Processing of labor invoices

• Ensure timely acceptance of work orders, appointment setting, etc. Monitor status of work order and follow up as needed.

• Manage customer escalations and implement corrective actions as necessary.

• Support product category expansion for Install Services.

• Identify and implement opportunities to improve customer satisfaction, work order cycle time, first trip resolution, and work order costs.

• Identify, manage, and oversee technology enhancements and bugs (Salesforce Service Cloud).Collaborate with IT and Agile development teams for execution and efficient resolution.

• Conduct user acceptance testing (UAT) as needed and regularly perform regression testing.

• Develop user stories, use cases, and functional specifications to effectively communicate requirements to agile development, IT, and web teams.

• Identify and implement technological improvements to enhance customer and installer interactions, encompassing support for enhancements linked to the Partner landing page and Partner Community Portal.

• Create and maintain Install Services SOPs.

• Administer customer surveys (pre-install & post-install).Act on feedback to improve NPS.

• Set up dashboards and reports as necessary to monitor KPIs.

• Identify enhancement opportunities for the Installer application, vetting, and onboarding processes.

• Analyze existing and proposed future state workflows, documenting them, and identifying opportunities for improvement through process mapping.

• Collaborate with the Sr. Channel Manager - Install Networks to prepare and facilitate training for Kohler Signature Stores and Kohler Experience Centers.

• Provide training and support to teams handling Install Service customer and installer calls.

Skills/Requirements

• Bachelor’s degree is highly preferred.

• Minimum of 3 years’ experience to include customer service, marketing, sales, recruiting, trade program management, and/or customer relationship management required.

• Experience in the plumbing, remodel, construction, trades, etc. industry is highly preferred.

• Experience in Salesforce.com, SAP, and survey platforms preferred.

• Demonstrated proficiency in MS Office (Outlook, Excel, Word, and PowerPoint) is required.

• Prior experience effectively working with cross-functional teams and day-to-day operations is highly preferred.

• Ability to learn, develop, multi-task, and work through initiatives in an ever-changing environment.

• Possesses a keen creative mind, and be strong on planning, detail, and accuracy.

• Substantial skills in written and oral communication with all levels of management and with outside contacts.

• Solid project management, problem solving, negotiation, and collaboration skills.

• Limited travel as needed, up to 5-10%.

#LI-Hybrid

#LI-KZ1

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $63,100 - $79,500. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

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 kohlerjobs@kohler.com . Kohler Co. is an equal opportunity/affirmative action employer.