Customer Care Representative II, Ann Sacks
Work Mode: Hybrid
Location: Hybrid - Portland, OR or Houston, TX
Opportunity
The Customer Care Representativecontributes to a positive and inclusive work environment, with the primaryresponsibility for communication and problem resolution with our showroom teamsto ensure customer satisfaction. This includes frequent contact with customersvia email and phone and maintaining all appropriate documentation and accountrecords.
SpecificResponsibilities
- Act as a point of contact for designatedshowroom(s), troubleshoot difficult customer issues and act as liaison onescalations.
- Responsible for competently and efficientlyhandling a fluctuating volume of contacts and question types and responding toinquiries within defined service level threshold.
- Document and track customer feedback andcommunicate back to Ann Sacks to drive continuous improvement.
- Possess an in-depth knowledge of Ann Sacksproducts, including technical aptitude. This includes leveraging our NTCAresource to verify installation process and warranty resolution.
- Resolve warranty claims in partnership withshowroom management while identifying the best “cost versus service” solutions.Utilize negotiation skills and compromise to reach customer resolution whilemaintaining warranty budget.
- Provide backup support for Customer CareRepresentatives during time off, coverage gaps or as the business requires. SupportCustomer Care Representatives with creating BOLs, delivery reconsignments and respondingto new customer web inquiries.
- Establish and maintain successful relationshipswith internal departments allowing for timely and effective resolution of customerneeds. Act as liaison between sister brands to provide proactive lead timeinformation and resolve inter-company client issues.
AdditionalDuties
- Coordinate special one-time projects asassigned by Supervisor. Such projects may include creation and documentation ofSOPs, analysis of BOBJ and SAP data, and business process change testing andparticipation.
Skills/Requirements
- Minimum 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.
- High School Diploma preferred.
- 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.
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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.
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