B2B Customer Service Special Interest Group - Senior Leaders Forum Meeting 

Kohler Co. Customer Service Site Tour 
October 03, 2019 10:00 AM - 02:00 PM 
Take away new ideas for optimizing your service operation by learning about and discussing the customer service strategies, practices and tools used by fellow UWEBC member companies.

Find out more about the B2B Customer Service Senior Leaders SIG here

The B2B Customer Service Senior Leaders Special Interest Group (SIG) is a knowledge and experience-sharing community tailored to top leaders of customer service teams at product manufacturers and distributors that primarily support business customers (retailers, dealers, distributors and/or commercial end users). In 2019, each quarterly meeting of the SIG will take place at a participating company's location and will feature a tour of the company's customer service operations, including a detailed overview of the service strategies, processes and tools used. Following the tour, participants will have the opportunity to ask questions of the host and to discuss practices with other service leaders.

Please join us for this session at which you'll get to see and learn about the customer service operations of a fellow UWEBC member company, as well as compare customer service approaches with B2B service leader peers from other companies.

Who Should Attend: Participation in this SIG is by invitation only and is limited to customer service vice presidents, directors and senior managers. All participants are required to register. To learn more about the B2B Customer Service Senior Leaders SIG, please contact Roger Paulson.

Space is limited. If you would like to participate in this event, please register as soon as possible by emailing UWEBCevents@wisc.edu.

Agenda Items:
10:00 AM Opening Remarks and Plan for the Day
10:05 AM Welcome from Matt Aprill - Director of Customer Service for Kitchen & Bath - Americas, Kohler Co.
10:10 AM Overview of Kohler Co.'s Business and B2B Customer Service Operations
  Todd Brinkman - Customer Service Manager - Wholesale Accounts, Kohler Co.
10:30 AM "Show and Tell" Rotations with Customer Service and Supply Chain Alignment Teams
11:30 AM Lunch
12:10 PM Group Discussion of Strategic Customer Care Topics

o Implementing a customer segmentation approach based on cost-to-serve analysis

o Impactful tools for improving associate productivity and/or customer experience

o Other topics of interest to participants

1:30 PM Tour of Kohler Co.'s Kitchen & Bath Distribution Center
2:00 PM Adjourn
Kohler Co. 
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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