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.