Customer Care Representative II, Ann Sacks

Customer Care Representative II, Ann Sacks

Work Mode: Onsite

Location: Onsite, four days per week - Portland, OR

About Ann Sacks

As a proud member of the Kohler family of companies, ANN SACKS serves consumers and trade professionals with high-quality, artfully designed tile and stone, as well as cabinetry, lighting and accessories for the kitchen, bath, and home.  We live to create positive, custom environments to elevate gracious living for our customers, and provide an inclusive supportive environment for our teams. We are headquartered in Portland, OR, with showrooms across North America.

Opportunity

Inspired by luxury design, craftsmanship, and the materials that bring elevated spaces to life? Join our Customer Care team at ANN SACKS, supporting clients and showrooms who work with our distinctive tile and stone collections.

As a Customer Care Representative II, you’ll guide installation questions, troubleshoot product and shipping concerns, and support showrooms across the U.S. and Canada through thoughtful communication by phone, email, and chat. No tile experience? Curiosity and willingness to learn go a long way. Hands‑on training and exposure to our wide range of materials will quickly build your expertise. You’ll join a close‑knit team that partners with nearly every part of the business, offering a unique view into how our designs move from concept to completion.

If you thrive in a fast‑paced, collaborative environment and enjoy meaningful problem‑solving, we’d love to meet you.  

Specific Responsibilities
Provide Support and Problem Resolution to Showroom Staff:

•  Act as a point of contact for designated showrooms to troubleshoot difficult customer issues and act as liaison on escalations.  
•  Responsible for competently and efficiently handling a fluctuating volume of contacts and question types and responding to inquiries within defined service level threshold. 
•  Document and track customer feedback and communicate back to Ann Sacks to drive continuous improvement.
•  Possess an in depth knowledge of Ann Sacks products, including technical aptitude. This includes leveraging our NTCA resource to verify installation process and warranty resolution.  
•  Resolve warranty claims in partnership with showroom management while identifying the best “cost versus service” solutions. Utilize negotiation skills and compromise to reach customer resolution while maintaining warranty budget.
•  Process backend administrative functions for showrooms including returns, credits, and partnering with Order Entry Coordinator to resolve Vendor Chargebacks.
•  Act as liaison between sister brands to provide proactive lead time information and resolve inter-company client issues.
•  Establish and maintain successful relationships with internal departments allowing for timely and effective resolution of customer issues.

Skills/Requirements

• Minimum 1 – 2 years of experience in a customer-facing environment required. Preference given to candidates who possess a blend of in-person and remote (email, telephone) customer interactions in a fast-paced environment.
• Ability to leverage technical skill set to effectively execute duties. Experience in Microsoft Office suite - proficiency with Word required, and familiarity with Excel and Outlook preferred. 
• Avaya phone system experience preferred. SAP experience a strong plus.
• Strong communication skills. Interactions will be via phone, in-person, email, and IM.
• Ability to represent our brand to the end user and maintain client relationships as a Brand Ambassador.
• Effective problem solver who can drive swift resolution for clients and showrooms alike.
• Self-motivated with a high sense of urgency.

#LI-Onsite

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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.