Overview:
Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China. This position is located in Phoenix, Arizona.
Local candidates will be given first consideration. Hybrid work schedule may be considered; however this is not 100% remote work. Work schedule is Monday - Friday during business hours to support our customers.
Responsibilities:
Customer Service Representative will process and manage high volume requests submitted by “Direct Buy” customers and internal Sales team.
This includes:
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Deal directly and frequently with Direct Buy customers via email, telephone, fax, and EDI (Electronic Data Interface)
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Resolve customer order inquiries regarding pricing, delivery status, and vouchers.
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Execute sales programs and promotions by working directly with customers and field Sales team.
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Process credits or replacement product requests submitted by Sales team.
Serve as a primary point of contact for Direct Buy customers
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Review orders for accuracy prior to placement.
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Promptly and effectively process orders, sample requests, vouchers and credit requests from Direct Buy customers.
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Communicate with customers regarding needed order changes, order exceptions, and availability of product.
Work with Sales Team, Marketing, and other interrelated departments to effectively provide customer care to Direct Buy customers
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Execute Sales programs and promotions.
- Effectively process credits or replacement products for customers.
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Maintain customer database and Matrix pricing database to ensure accurate pricing of sales orders.
Qualifications:
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Proven ability to work in a fast-paced and seasonal business environment, while also managing priorities.
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Strong communication skills, both verbally and written.
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Excellent problem solving and conflict management skills.
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Strong commitment to customer service, to internal and external customers.
Experience:
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3+ years work experience in a Business to Business (B2B) customer-facing customer service team.
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Experience with order management tools for order placement.
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Experience with Salesforce system is a plus.
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Experience negotiating resolutions, finding solutions, and balancing company and customer expectations.
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Bi-lingual skills (fluent in Spanish) is a plus.
Education:
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Associates Degree in related discipline OR comparable CSR experience in place of degree.
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