Customer Service Representative

Hayward Holdings, Inc.; Mocksville (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Hayward Holdings Inc. is a leading manufacturer of residential pool equipment with a growing commercial pool market presence. This role focuses on Direct Buy customers, handling inquiries via email, phone, fax, and EDI to ensure accurate orders and timely fulfillment.

You will verify orders, process samples, vouchers, and credits, and clearly communicate changes or availability. Collaborate with Sales, Marketing, and other teams to execute promotions and maintain pricing accuracy across systems.

Qualifications

• 3+ years in a B2B customer-facing role.
• Familiar with Salesforce and order management tools.
• BS/BA degree or equivalent experience.

Responsibilities

• Engage with Direct Buy customers via email, telephone, fax, and EDI.
• Review and verify orders for accuracy.
• Process orders, samples, vouchers, and credits.
• Communicate order changes and product availability.
• Collaborate 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.

Job description

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.

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

• What We’re Looking For:
• 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. Experience & Education:
• 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. #LI- LS1