Customer Service Representative

Hayward Holdings, Inc.; Mocksville (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Hayward Holdings, Inc. is seeking a Customer Support Specialist in Mocksville, North Carolina to engage with customers and ensure accurate order processing. The ideal candidate will have over 3 years of B2B customer service experience, excellent communication skills, and a commitment to delivering outstanding service.

This position involves collaborating with various teams and requires adaptability in a fast-paced environment. Familiarity with Salesforce and order management tools is a plus.

Qualifications

• 3+ years of experience in a B2B customer‑facing role.
• Ability to adapt and thrive in a fast‑paced, seasonal environment.
• A deep commitment to delivering outstanding customer service.

Responsibilities

• Be the trusted point of contact for Direct Buy customers.
• Review and verify orders for accuracy.
• Collaborate across teams to deliver seamless customer care.

Skills

Communication skills

Problem-solving

Customer service

Education

BS/BA degree or equivalent experience

Tools

Salesforce

Job description

Responsibilities

Engage with Customers: Be the trusted point of contact for Direct Buy customers through email, telephone, fax, and EDI.

• Review and verify orders for accuracy.
• Efficiently process orders, sample requests, vouchers, and credits.
• Communicate clearly with customers about order changes, exceptions, and product availability.
• Collaborate across teams: Work closely with Sales, Marketing, and other departments to deliver seamless customer care.
• Implement sales programs and promotions.
• Process credits or replacement products as needed.
• Keep customer and Matrix pricing databases accurate and up-to-date.

Qualifications

• Ability to adapt and thrive in a fast‑paced, seasonal environment.
• Excellent communication skills, both verbal and written, with a focus on inclusivity and clarity.
• Strong problem‑solving abilities and a proactive approach to conflict resolution.
• A deep commitment to delivering outstanding customer service to both internal and external stakeholders.
• 3+ years of experience in a B2B customer‑facing role, preferably in a diverse and inclusive setting.
• Familiarity with Salesforce and order management tools.
• Experience in finding balanced solutions that meet both company and customer needs.
• BS/BA degree in a related discipline or equivalent experience.