Customer Service Representative - Phoenix, United States - Hayward Industries Inc

Description

Overview:

Paramount Pool and Spa, a division of 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. Headquartered in Charlotte North Carolina, 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. This role is based at our West Phoenix, AZ facility at 8175 W. Buckeye Road, PHX, 85043.

For over 80 years, Hayward has been enhancing pool ownership by manufacturing cutting-edge, advanced pool and spa equipment. Hayward listens to our customers needs and makes sure they are implemented during the design and manufacturing process. The goal is to become the preferred brand of choice with every residential and commercial swimming pool and spa.?

Paramount Pool and Spa is a global leader and developer of highly engineered, builder-installed technologies for luxury swimming pools, and the worlds #1 manufacturer of in-floor cleaning systems. We simplify pool ownership on a global scale. Paramount also has a reputation for providing the best customer service in our industry.

We are seeking a detail-oriented, customer-focused, Service Representative to deliver exceptional customer care in a fast-paced environment. This position works a "hybrid" schedule:? every week - 4 days working onsite and 1 days working remotely.? This is not 100% remote.

Customer Service/Warranty Representative will process and manage high-volume requests submitted by Distributors and direct dealer customers, the internal Sales team, and the finance team.?

This includes:

• Deal directly and frequently with Distributors and direct dealer customers via email, telephone, fax, and EDI (Electronic Data Interface).
• Provide inside sales, and consulting builders to ensure they take full advantage of our product assortments.
• Resolve customer order inquiries regarding pricing, delivery status, and discrepancies.
• Execute sales programs and promotions by working directly with customers and field Sales team.
• Process credits or replacement product requests submitted by the Sales team or customers.
• Coordinate with the finance on new account setup and account status.
• Serve as a primary point of contact for Direct Buy customers.
• Review orders for accuracy prior to placement.
• Promptly and effectively process orders, sample requests, and credit requests from Direct Buy customers.
• Communicate with customers regarding needed order changes, order exceptions, and availability of products.
• Support the Sales Team, Marketing, and other interrelated departments to effectively provide customer care to Direct Buy customers.
• Execute Sales programs and promotions.
• Effectively process credits or replacement products for customers.
• Maintain customer database and Matrix pricing database to ensure accurate pricing of sales orders.

Product Support:

• Serve as the primary point of contact for internal and external customers who need tier 1 technical product assistance.
• Provide technical assistance with finding troubleshooting manuals.
• Refer warranty service and repair issues to the appropriate recipients and follow up when needed to ensure that they are handled on a timely basis.
• Provide pre-purchase product selection advice for customers.
• Identify and guide customers who require tier 2 support.

Balance customer service and warranty:

• Balance customer service objectives against enforcing warranty guidelines, with a focus on delighting customers and controlling warranty expenses.
• Assess customer situations case by case to identify the appropriate resolution, offering customers options when possible.
• Collaborate with the Technical Manager or Sales team as needed to resolve escalated customer cases.
• Set up of new warranty stations.
• Collaborate with warranty stations on homeowner work orders.
• Ensure warranty station claims are processed and submitted to finance for payment.
• Processing warranty orders

• A strong desire to exceed customers expectations with professionalism, efficiency, and empathy.
• Highly organized with strong attention to detail and accuracy
• Exceptional written and verbal communication skills
• A problem solver with conflict mitigation and customer care skills
• Minimum three years of related experience providing exceptional customer service in a technical product environment or a similar combination of education and experience.
• Ability to work independently with minimal supervision in a fast-paced environment.
• Capable of working in a seasonal atmosphere with high-volume data entry and customer contact.
• Ability to commit to a regular work schedule with excellent attendance.

Education / Experience:

• 3+ years of work experience in a Business to Business (B2B) customer-facing customer service team.
• Experience with order management tools for order placement.
• Experience with Salesforce system is a plus.
• Experience negotiating resolutions, finding solutions, and balancing company and customer expectations.

Preferred:

• Technical knowledge of swimming pools or experience in the swimming pool business
• Experience with sales or customer service related to technical products
• AS400 experience (this is our computerized order entry system)

Language Skills:

??Bi-lingual skills (fluent in Spanish) is a plus.?

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