Customer Care Manager, Ann Sacks

Work Mode:Hybrid

Location:Hybrid - Northeast Portland, Oregon

Opportunity

At Ann Sacks, the Customer Care Manager plays a key role in providing World-Class Customer Service to all customers of the Ann Sacks brand.This position leads the daily operations of the customer care team, overseeing service delivery, technical support, and order management. The ideal candidate brings strong product knowledge, attention to detail, and a proactive approach to problem-solving. By anticipating customer needs and driving process improvements, the Customer Care Manager helps create a seamless and satisfying experience for every client.

SPECIFIC RESPONSIBILITIES

• Accountable for world-class service. This includes support to internal customers, our showrooms, and our Omni-channel customer base.
  
• All Customer Care metrics, including reporting to leadership and Operating Committee on Net Promoter Score, Customer Satisfaction Rating, Warranty expense, and drivers.
  
• Maintains Customer Satisfaction (CSAT) of 4.5 Stars or greater and driving continuous improvement and coaching of team members.
  
• Responsible for developing Customer Service standards and staffing for launch of annsacks.com.
  
• Approves returns, credits, and warranty claims for all showroom locations and sales channels, balancing fiduciary responsibilities and the customer needs.
  
• Takes client escalations and acts as final decision maker for client complaints.
  
• Owns audit results for Customer Care department and partners with Kohler Corporate to maintain audit excellence, create SOPs, and drive audit compliance.
  
• Creates a productive, engaging environment for team members.
  
• Travels to job sites to perform occasional inspections and resolve client issues.
  
• Travels and provides training to showrooms that are struggling to maintain client satisfaction.
  
• Monitors day-to-day CSR activities, coach representatives not adhering to schedules or improper use of time.
  
• Develops and implements process improvements within the customer service department.
  
• Provides feedback to leadership regarding trends, concerns, and metrics.
  
• Serves as the customer service expert and liaison with other departments at ANN SACKS.
  
• Identifies training opportunities (within Customer Service and interdepartmentally) and communicates these opportunities to the Supervisor for longer-term planning.
  
• Acts as Business Owner for Salesforce Service Cloud in partnership with Digital Capabilities team.
  
• Shares best practices with other Customer Service organizations within Kohler Co. and develops a perspective on additional best practices for ANN SACKS team.
  
• Partners with Sales to intake and disperse leads.
  
• Responsible for recognizing client needs and transacting orders over the phone or via email.
  
• Participates in projects and other assignments as needed.
  

• Partners to drive continuity and excellence between Customer Care and Sales Operations.
  

Competency-Based Actions

• Set High Standards of Performance.
  
• Models the ANN SACKS brand attributes in written and oral communication.
  
• Takes ownership for actions and models expectations to achieve ANN SACKS growth goals.
  
• Understands and accepts personal and team stretch objectives.

Focus on the End Customer

• Uses customer feedback tracking to identify trends and opportunities for improvements in productivity and service.
  
• Provides support for service decisions made by the team. Suggests improvements.
  
• Maintains solid business relationships with internal and external decision makers and key influencers.
  

Build Trust

• Build solid relationships with Sales and Supply Chain to earn the reputation of ownership and trust.
  
• Knows when to compromise and when to stand firm.
  
• Demonstrates confidence in others when they are challenged and coaches on conflict resolution.
  
• Ensures confidentiality and approachability with all levels within the organization.
  

Drive Continuous Improvement

• Be a change agent that keeps our customer support in line with ever-changing business practices.
  
• Encourages and supports others in their improvement efforts.
  
• Identifies and utilizes measures and feedback processes to ensure desired improvement.
  
• Suggests viable improvements to reduce non-value-added processes.
  
• Partners with and educates customers to explain ANN SACKS processes and influence business results.
  
• Employs Kohler Operating System (KOS) tools in problem solving.
  

Skills/Requirements

• Bachelor's degree preferred; however, a combination of relevant education, training, and professional experience will also be considered.
  
• Minimum of 7 years of experience in customer service-related functions particularly in a leadership role in a fast-paced customer centric environment.
  
• Proven ability to develop, implement, and coach teams on Service Level Agreements (SLAs) and workforce optimization strategies.
  
• Experience with Avaya, Avaya Analytics, and workforce management is preferred.
  
• Demonstrated experience in influencing, mentoring, and coaching individuals and teams toward shared goals.
  
• Strong interpersonal, organizational, verbal, and written communication skills.
  
• Confident presenting to diverse audiences, including executive leadership.
  
• High sense of urgency and a proactive approach to problem solving.
  
• Customer-focused mindset and an innate ability to respond to customers' expectations and requirements.
  
• Proficient in Microsoft Office tools, including Word, Excel, and Outlook.
  
• Experience with SAP or similar enterprise systems is preferred.

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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.