Customer Care Representative II, Ann Sacks

Kohler Co. • Portland, OR

3d • 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 ensuring customer satisfaction. The role delivers timely, accurate service through frequent interactions 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 required 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. Hands-on training and exposure to Ann Sacks materials are provided; prior tile experience is not required.

The role supports both customer-facing and operational customer care functions, handles fluctuating inquiry volumes, and collaborates with departments and affiliated brands. It also contributes to customer feedback and trend documentation, cross-functional coverage, special projects, process improvements, and SOP documentation.

The position is primarily onsite in Portland, Oregon, 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 range is $19.55–$29.35, with the specific rate potentially influenced by education and work location.

Requirements

• At least 2 years of experience in a customer-facing environment.
• Ability to use technical skills effectively in performing job responsibilities.
• Proficiency in Microsoft Word.
• Strong oral and written communication skills for engaging with 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.
• Effective problem-solving skills and ability to drive timely resolutions.
• 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 in an office environment using standard office equipment, including a computer, keyboard, mouse, phone, and video-conferencing tools.
• Ability to move around 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.
• Authorization 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 outcomes.
• Respond to fluctuating customer inquiry volumes with timely, accurate, and 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 balancing customer needs, product performance, and business considerations.
• Provide backup and cross-functional support across customer care operations to maintain service continuity.
• 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 to support communication and efficient resolutions.
• Perform other duties as assigned.

Benefits

• Applicable benefit programs available 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.
• Diverse and inclusive workplace.

What This Job Offers

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