Customer Care Representative II, Ann Sacks

Customer Care Representative II, Ann Sacks

Work Mode: Onsite

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

Opportunity

Ann Sacks is seeking a Customer Care Representative II to serve as a key partner to both our showroom teams and clients, providing proactive problem resolution and support to ensure customer satisfaction. This role delivers timely and accurate service through effective communication with internal and external customers, including frequent interaction via email, phone, and chat. Responsibilities include managing and executing returns, credits, replacement orders, and other post-sale resolutions, while maintaining all necessary documentation, approvals, and related records in accordance with compliance requirements.

In this role, 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.

About Ann Sacks

For over four decades, Ann Sacks has become synonymous with unparalleled craftsmanship and innovation in the world of tile and stone. From humble beginnings in Portland, what began as a simple venture into ceramic tiles now includes a robust portfolio of world class materials, including slabs, stone furniture, and fireplaces. From our support office, to manufacturing and showrooms, we have a small business feel with a big footprint across North America. Our teams take pride in their work, bringing timeless design, beauty, and luxury to each product, project, and client experience.

Essential Functions

Provide Support and Problem Resolution for Clients and Showroom Sales Teams

• Serve as a primary point of contact for customers for problem resolution, maintaining strong client relationships through effective problem solving, management of return and credit requests, and coordination of escalations to ensure a positive customer experience.
• Responsible for efficiently managing fluctuating customer inquiry volume and a variety of support needs, ensuring responsive, accurate, and professional support.
• Support front-of-house and back-of-house customer care functions, developing expertise in both customer-facing service and operational processes.
• Trigger customer feedback surveys and maintain accurate documentation of customer and product trends within Service Cloud to support continuous improvement efforts.
• Maintain in-depth knowledge of Ann Sacks products, including new and evolving product offerings, technical specifications, installation requirements, and industry resources, to resolve product-related inquiries.
• Facilitate warranty claim resolution, balancing customer needs, product performance, and business considerations to achieve fair and effective outcomes.
• Provide backup support and cross-functional assistance across customer care operations to ensure consistent service and operational continuity during planned and unplanned coverage needs.

Additional Duties

• Coordinate and participate in special projects and initiatives, including process improvement efforts, SOP documentation, testing, and other business support activities as assigned.
• Develop strong working relationships across internal departments and affiliated brands to support proactive communication and efficient resolutions.
• Other duties as assigned.

Skills/Requirements

• A minimum of 2 years of experience in a customer-facing environment required. Preference given to candidates with experience supporting customers through a combination of in-person, phone, and email interactions in a fast-paced environment.
• Ability to leverage technical skills to effectively perform job responsibilities. Proficiency in Microsoft Word required; familiarity with Excel and Outlook preferred. Experience with Avaya, SAP, and Salesforce Service Cloud preferred.
• Strong oral and written communication skills, with the ability to effectively engage with customers and internal partners through phone, in-person, email, and instant messaging channels.
• Ability to serve as a Brand Ambassador for Ann Sacks, representing the brand professionally while building and maintaining strong client relationships.
• Effective problem solver with the ability to drive timely resolutions for customers and business partners.
• Self-motivated with a strong sense of urgency and accountability.
• Strong attention to detail with the ability to maintain accurate records and data.
• Strong organizational and time management skills.

Physical Requirements

• The physical requirements described below are representative of those necessary to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
• Ability to perform work in an office environment, including working at a desk and using standard office equipment such as a computer, keyboard, mouse, phone, and video conferencing tools.
• Ability to move throughout the workplace to attend meetings, access shared resources, and collaborate with colleagues.
• Ability to communicate effectively in person, by telephone, and through digital communication platforms.
• Ability to review information and data on a computer screen for extended periods of time.

Working Conditions

• This position is primarily onsite, with four (4) days onsite (Monday-Thursday) and one (1) day remote on Fridays.
• The office environment is climate controlled and generally quiet-to-moderate in noise level; intermittent background noise may be present due to proximity to manufacturing operations.

#LI-Onsite

#LI-KZ1

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

We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you'll have access to your applicable benefit programs from your first day on the job, with no waiting period. The hourly range for this position is $19.55 - $29.35. The specific hourly rate offered to a candidate may be influenced by a variety of factors including candidate''s education and work location.

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.