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Hayward Industries Customer Service Representative / Back Office Support in Phoenix, Arizona

Hayward IMG has been serving International distributors and builders in the swimming pool and spa industry for the last 56 years. As an operating division of Hayward Industries, Hayward IMG provides unparalleled quality and service to its customers in three key geographic regions: Asia, Middle East and Latin America.‚Äč

Position Overview:

Hayward IMG seeks a conscientious and computer savvy Customer Service Representative to deliver superior customer care in a fast-paced environment. This position will serve as a liaison between operations, shipping and our customers.

Deals directly with customers and the internal sales team either by telephone, electronically, fax or mail. Promptly address and resolve customer inquiries related to working orders. Excellent attention to detail and accuracy, and the ability to multitask and possess demonstrated listening skills. Bilingual in Spanish strongly preferred.

  • Provides customers and internal personnel with information regarding order/shipping status and availability of product

  • Communicate and coordinate frequently with internal departments (Operations).

  • Provide feedback on the efficiency of the customer service process and customer satisfaction.

  • Maintains customer database related to shipping instructions and documentation requirements

  • Reviews and validates credit or replacement product requests submitted by customers and field sales representatives.

  • Perform routine duties associated with Customer database maintenance, mail distribution, general fax receipts, and literature requests.

  • Assists inside Sales with the processing of daily sales orders, sample requests, credit requests and related customer transactions.

  • Promptly addresses customer & Hayward sales representative requests via telephone, EDI, email, and fax.

  • Performs other duties as assigned.

  • Essential Functions

  • Customer Database management

  • Creation of new customers

  • Coordinate with finance department any update on payment terms

  • Ensure Customer Data protection

  • Key liaison between Sales and Operations:

  • Identify products with delivery times higher than standard and communicate to the customer service team

  • Single point of contact with Operations to define delivery time for singular orders (orders for non-standard products or significantly large orders)

  • Follow up on the expected delivery time for specific orders

  • Communicate to Operations top priorities of service in case of back order

  • Provide follow up on all parcel exceptions and clearance delays until freight is delivered

  • Provide Warehouse with shipping instructions

  • Generate reports and communicate order progress, shipping, packing, and invoicing issues

  • Responsible for day-to-day coordination, execution, and tracking of sea import and export shipments shipped from our Distribution Centers (DCs) and manufacturing plants.

  • Communicate with management staff and customers regarding order flow process by communicating shipping delays, missing or errors in freight documents, physical cargo receipts, product issues, or situations that could impact operations

  • Prepare and distribute customized sales reports to management team as requested

  • Three+ years of related experience providing superior customer service in a manufacturing or service environment, or equivalent combination of education and experience.

  • Excellent problem solving, conflict mitigation, and customer care skills

  • Ability to work independently with minimal supervision in a fast paced environment

  • Capable of working under pressure with high volume data entry and Customer contact.

  • Bilingual in Spanish highly preferred

ID: 2021-2843

External Company URL: https://careers-hayward.icims.com

Street: 8175 W Buckeye Rd

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