Customer Service Specialist

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 can be based in Phoenix, AZ.

Hayward IMG, a division of Hayward Industries Inc., delivers pool professionals the most reliable and technologically advanced residential and commercial products in more than 60 countries around the world. Our team of experienced and dedicated professionals understands how quality products, prompt service and ready supply impact the smooth running of our customer's businesses.

Hayward Industries seeks a conscientious and computer savvy Customer Service Specialist to deliver superior customer care in the fast-paced environment of international sales and distribution. Deals directly with international customers and the internal sales team to promptly address and resolve customer inquiries related to shipped and working orders. Excellent attention to detail and accuracy, and the ability to multitask and possess demonstrated listening skills. This position reports to the IMG Managing Director, with dotted line to the division Finance Controller.

Responsibilities

Communicate and collaborate with all internal departments including Inside Sales, Finance, Purchasing, Operations/Shipping, and Compliance to provide premium service to our international customers.

• Promptly address customer & Hayward sales representative requests via telephone, EDI, email, and fax.

• Coordinate with Purchasing & Operations to provide customers and internal personnel with information regarding order/shipping status and availability of products ordered.

• Provide feedback on the efficiency of the customer service process and customer satisfaction.

• Performs other duties as assigned.

• Customer Database management

• Creation and maintenance of customer records

• Coordinate with finance department regarding updates to payment terms, credit limits, and price plans

• Ensure Customer Data protection and accuracy

• Assist with validation of data for migration to new ERP

• Key liaison between Sales, Operations, and Finance:

• Manage the approval workflow for IMG Credit Notes (Commercial Credit Notes, Warranty Credit Notes and Rebate Credit Notes) and issue those properly approved.

• Responsible for daily billing of orders shipped by all modes of transport.

• Organize and maintain price lists and discount matrix for products purchased outside of Haward for use by Inside Sales.

• Generate reports to track order progress and status.

• Communicate to Operations top priorities of service for order fulfillment and shipping.

• Coordinate with Compliance Department regarding international shipping documents required for export shipments.

• Communicate with management staff and customers regarding order flow process by reporting shipping delays, missing or errors in freight documents, physical cargo receipts, product issues, or situations that could impact operations or customer relations.

• Assist with transition from AS400 to Microsoft D365, including validation of customer data and preferences and other special projects.

• During times of high workload, assist Inside Sales and Customer Service om the processing and management of specific customer orders.

Qualifications

• Six or more years of related experience, or equivalent combination of education and experience, providing superior customer service in a manufacturing or service environment.

• Excellent problem solving, conflict mitigation, and customer care skills.

• Ability to work independently with minimal supervision in a fast-paced environment.

• Capable of working under pressure with high volume data analysis and Customer contact.

• Ability to communicate information clearly and professionally, both verbally and in writing (Fluency in both written and spoken Spanish is preferred)

• Experienced with cloud-based programs and internet search skills.

• Competency with the Microsoft suite of products, especially MS Word, Excel, and PowerPoint

• Previous experience working with computerized order entry and inventory management programs.

• Experience with Microsoft D365 and/or ERP implementation is desired.

Education:

• High school diploma, general education degree or equivalent

• Knowledge of customer service principles and practices

• Knowledge of relevant computer applications

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