Customer Service Representative

Hayward Industries; Phoenix (AZ); On-site; USD 52,000 - 66,000; Full time

Job summary

Hayward Holdings Inc. is seeking a customer-focused professional to serve Direct Buy customers in Phoenix, AZ. You will handle inquiries, manage orders, and collaborate with the Sales team to execute programs and promotions that enhance customer experience.

The role emphasizes exceptional service, accurate order processing, and proactive problem solving in a fast-paced environment. You’ll be a key contact across departments to deliver water-related solutions and support.

Qualifications

• 3+ years in a B2B customer-facing role
• Familiarity with Salesforce and order management tools
• BS/BA Degree or equivalent experience
• Excellent communication with inclusivity and clarity
• Proactive problem-solving and conflict resolution

Responsibilities

• Engage with Direct Buy customers through email, telephone, fax, and EDI; verify orders and process changes.
• Collaborate with Sales, Marketing and other departments to support programs and promotions.
• Process credits or replacement products as needed; manage samples and vouchers.
• Keep customer, pricing, and order databases accurate and up-to-date.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

BS/BA degree

Tools

Salesforce

Order management

Job description

Hayward Holdings Inc. (NYSE "HAYW") is one of the leading manufacturers 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, Georgia, as well as Canada, Spain, France, Australia, and China.

Overview

We’re looking for a customer-focused individual who thrives in diverse and dynamic environments. As a primary point of contact for our Direct Buy customers, you’ll ensure they receive exceptional service and support. You’ll handle customer inquiries, manage orders, and collaborate with our Sales team to execute innovative programs and promotions. At Hayward, we believe in delivering exceptional products and outstanding service to transform the experience of water. Together, we’re on a mission to inspire happiness and well-being through safe, smart, and sustainable solutions.

The role is located in Phoenix, AZ.

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.

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.

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