Customer Care Representative II, Ann Sacks

Kohler Co. • Portland, OR

5d • $20 - $29 • Hybrid

About The Position

Ann Sacks is seeking a Customer Care Representative II to support showroom teams and clients by providing proactive problem resolution and timely, accurate service. The role involves frequent communication with internal and external customers by email, phone, chat, and in person. It manages returns, credits, replacement orders, warranty claims, and other post-sale resolutions while maintaining documentation, approvals, and records in accordance with compliance requirements.

The representative answers installation questions, troubleshoots product and shipping concerns, and supports showrooms across the United States and Canada. The role develops knowledge of Ann Sacks products, technical specifications, installation requirements, and industry resources. It also supports customer-care operations, cross-functional work, and process-improvement initiatives. Hands-on training and exposure to Ann Sacks materials are provided.

The position is primarily onsite in Portland, Oregon, four days per week, Monday through Thursday, with remote work on Fridays. The office is climate controlled and generally quiet to moderately noisy, with intermittent background noise from nearby manufacturing operations. Applicants must be authorized to work in the United States without current or future sponsorship. The hourly pay range is $19.55–$29.35; the rate offered may depend on factors including education and work location. Kohler states that applicable benefits are available from the first day of employment.

Requirements

• At least 2 years of experience in a customer-facing environment.
• Ability to use technical skills to perform job responsibilities.
• Proficiency in Microsoft Word.
• Strong oral and written communication skills for engaging customers and internal partners by phone, in person, email, and instant messaging.
• Ability to represent the Ann Sacks brand professionally and build and maintain client relationships.
• Problem-solving ability and capacity to drive timely resolutions for customers and business partners.
• Self-motivation, urgency, and accountability.
• Strong attention to detail and ability to maintain accurate records and data.
• Strong organizational and time-management skills.
• Ability to work at a desk and use standard office equipment, including 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.
• Must be authorized to work in the United States without requiring sponsorship now or in the future.

Nice To Haves

• Experience supporting customers through a combination of in-person, phone, and email interactions in a fast-paced environment.
• Familiarity with Microsoft Excel and Outlook.
• Experience with Avaya, SAP, and Salesforce Service Cloud.

Responsibilities

• Serve as a primary customer contact for problem resolution and maintain strong client relationships.
• Manage return and credit requests and coordinate escalations to support positive customer experiences.
• Handle fluctuating inquiry volumes and provide responsive, accurate, professional support.
• Support front-of-house and back-of-house customer-care functions.
• Trigger customer feedback surveys and document customer and product trends in Service Cloud.
• Maintain knowledge of Ann Sacks products, technical specifications, installation requirements, and industry resources to resolve product inquiries.
• Facilitate warranty claim resolution while considering customer needs, product performance, and business considerations.
• Provide backup and cross-functional assistance across customer-care operations during planned and unplanned coverage needs.
• Coordinate and participate in special projects, process-improvement efforts, SOP documentation, testing, and other assigned business-support activities.
• Develop working relationships across internal departments and affiliated brands.
• Perform other duties as assigned.

Benefits

• Access to applicable benefit programs from the first day of employment, with no waiting period.
• Competitive total rewards package supporting health and wellbeing.
• Access to career growth and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed