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
Details»
Description:

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
 
 
Location:
Kohler Co. 
Contact:
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

COVID-19

UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events scheduled through August 31. Learn more»

Helpful Resources

For more information on attending events, check out our FAQ page.

Please double-check the location of any meeting you attend and read our parking information page.

If you are having problems viewing a live webcast of a meeting, visit our webcast help page.

UWEBC Events

May 2020

7 Web Only: Trade Compliance Special Interest Group Meeting - Best Practices in Building an Import Trade Compliance Program
13 Web Only: Marketing Peer Group Meeting - Mastering Your Social Media Strategy
15 Web Only: Human Resources Executives Special Interest Group Meeting - COVID-19: Return-to-Work Considerations and Practices
19 Web Only: Indirect Procurement Special Interest Group Meeting - Contract Management Best Practices
20 Web Only: Agile IT Special Interest Group Meeting - Agile Team Development, Management and Leadership
21 Web Only: E-Retailer Special Interest Group Meeting - E-Commerce During COVID-19

June 2020

4 Web Only: Customer Service Peer Group Meeting - Supporting the Email Channel: Approaches to Challenges Around Workflow, Efficiency, Response Time Management and Quality Monitoring
9 Web Only: B2B Marketing Special Interest Group Meeting - Channel Marketing - Partner and Dealer Strategies
11 Web Only: Procurement Peer Group Meeting - Supplier Challenges: Managing your supply base, supplier financial health and supplier diversity
16 Web Only: Information Technology Peer Group Meeting - Creating a Learning Organization to Develop the Technologists of the Future
17 Web Only: Logistics and Distribution Peer Group Meeting - Domestic Transportation Outlook: 2020 and Beyond
18 Web Only: B2B Customer Service Special Interest Group - Supervisors Forum Meeting - Managing Change Initiatives and Communication Practices within the Customer Care Team and with Other Functions
© 2000-2020 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»