What are the responsibilities and job description for the Customer Service Representative position at Hayward Holdings, Inc.?
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 role is based in Atlanta, GA.
The Customer Service Representative plays a vital role in delivering exceptional support to our dealers, distributors, and end users. This role requires a proactive and customer-focused professional who thrives in a fast-paced environment, managing high-volume requests with accuracy, professionalism, and efficiency.
Responsibilities
Customer Support & Order Management
Experience & Skills
At Hayward, we Care, Respect, Lead, and Grow—values that guide our commitment to delivering outstanding service, fostering collaboration, and driving innovation. If you are passionate about providing top-tier customer support and making an impact, we’d love to hear from you!
The Customer Service Representative plays a vital role in delivering exceptional support to our dealers, distributors, and end users. This role requires a proactive and customer-focused professional who thrives in a fast-paced environment, managing high-volume requests with accuracy, professionalism, and efficiency.
Responsibilities
Customer Support & Order Management
- Serve as a primary point of contact for customer inquiries via email and phone.
- Process and manage high-volume orders, credits, sample requests, and replacement product requests.
- Assist customers in identifying correct replacement parts and ensuring order accuracy.
- Provide timely and accurate information on pricing, delivery status, and warranties.
- Communicate with customers about order changes, product availability, and exceptions.
- Process domestic and international shipments, including Customs paperwork.
- Execute sales programs and promotions in partnership with the Sales team.
- Work closely with Sales, Marketing, Technical Support, and Operations to enhance the customer experience.
- Maintain accurate customer and pricing databases to ensure seamless order processing.
- Resolve customer complaints with tact, professionalism, and efficiency to ensure satisfaction.
- Identify opportunities to enhance service offerings and streamline processes.
- Negotiate solutions that balance customer needs and company objectives.
Experience & Skills
- 2 years of experience in a Business-to-Business (B2B) customer service role.
- Experience with order management tools and shipping software (e.g., UPS, FedEx).
- Strong problem-solving and conflict-resolution skills.
- Ability to multi-task and manage priorities in a fast-paced environment.
- Exceptional verbal and written communication skills.
- Strong commitment to customer service and teamwork.
- Bi-lingual skills (Spanish) are a plus.
- Associate’s degree in a related discipline OR comparable customer service experience in place of a degree.
At Hayward, we Care, Respect, Lead, and Grow—values that guide our commitment to delivering outstanding service, fostering collaboration, and driving innovation. If you are passionate about providing top-tier customer support and making an impact, we’d love to hear from you!
