Customer Care Representative II, Ann Sacks

Customer Care Representative II, Ann Sacks

Work Mode: Hybrid

Location:  Hybrid - Portland, OR or Charlotte, NC

Opportunity

The Customer Care Representative contributes to a positive and inclusive work environment, with the primary responsibility for communication and problem resolution with our showroom teams to ensure customer satisfaction. This includes frequent contact with customers via email and phone and maintaining all appropriate documentation and account records.

Specific Responsibilities

• Provide Support and Problem Resolution to Showroom Teams.
  
• Act as a point of contact for designated showroom(s), 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.
  
• Provide backup support for Customer Care Representatives during time off, coverage gaps or as the business requires.
  
• Support Customer Care Representatives with creating BOLs, delivery reconsignments and responding to new customer web inquiries.
  
• Establish and maintain successful relationships with internal departments allowing for timely and effective resolution of customer needs. Act as liaison between sister brands to provide proactive lead time information and resolve inter-company client issues.
  
• Coordinate special one-time projects as assigned by Supervisor. Such projects may include creation and documentation of SOPs, analysis of BOBJ and SAP data, and business process change testing and participation.

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.