Primary Role:
Customer Service/Order Entry Representatives handle customer orders, telephone, and /or email contacts with distributors, dealers/customers, consumers and Latham's Regional Sales Managers to support customer needs in quoting/placing orders, design/technical support and/or resolving concerns. The CSR/OE will also promote all Latham products, brands, programs and services and share information obtained from Latham's dealers and consumers with management.
Duties and Responsibilities - Customer Service Rep
Respond to customer inquiries either via telephone, email or live chat
Enter custom and stock orders into the order system
Assist Latham dealers/customers and consumers with information on all Latham products and brands
Ensure timely response regarding claims, remakes, order information or other information relating to order entry and technical support/design to resolve the inquiry
Exhibit and understand Latham's quality goals and standards
Exhibit a willingness to reach target goals for performance and production
Exhibit professional and courteous demeanor, technical accuracy and conformance to company policies and practices
Recommend corrective services to address customer concerns
Obtain and apply knowledge of pricing structures and programs
Know the customers and understand their method of doing business in order to provide meaningful service
Work within the team as a resource and to ensure workflow procedures are carried out expeditiously. Suggest improvements to systems and procedures.
Other duties as assigned
Qualifications:
Minimum of Associates degree; Bachelors a plus
Minimum 1-3 years of Customer Service experience
Pool industry experience preferred; previous experience in manufacturing, distribution and/or design is a plus
Excellent computer skills: Microsoft Office Suite, specifically Outlook, Word and Excel
Exceptional customer service delivery skills: telephone, interpersonal communication, problem resolution
Excellent multi-tasking, priority-setting, time management and organizational skills
Ability to work overtime as required
Flexibility to work at home/remotely as deemed necessary