Make a SPLASH with Latham Pool Products!

At Latham Pool Products, we don't just make swimming pool components; we create opportunities for backyard dreams to come true. As the leading manufacturer in North America, Australia, and New Zealand, we are committed to delivering innovation, quality, and sustainability in everything we do.

We believe in building an environment where everyone can thrive. That is why we offer:

 A culture of integrity, collaboration, and respect.-      Comprehensive benefits for you and your family.-     Opportunities for growth, mentorship, and skill development.

Ready to join a team that makes a difference?

A little about the position:

Job Summary

The Customer Manager supervises and develops Customer Service team members responsible for handling customer inquiries to help meet or exceed customer expectations and corporate goals. ? Coordinates assignment of all daily activities between teams and Customer Service Managers for continuous throughput to production. ? This role is also responsible for on-going identification and implementation of business procedures resulting in improved customer experience and business efficiencies. ?????

Some of What You Will Do:

The specific responsibilities of the position are as follows:

Duties and Responsibilities:

Coach, develop and provide feedback to customer service team members for continuous performance improvements based on analyzing departmental/team reports with direct reports for visibility and improved performance.?

Continuously monitor and ensure customer service team promptly, professionally, and accurately assists customers with thorough responses to information on inquiries.?

Act as a liaison between customer and interdepartmental leads with regards to product information, resolving customer issues and coordinating flow of information.?

Promptly handle customers escalations within approved policies and procedures and escalate when appropriate.?

Coordinate activities with HR, Design, Production Planning, Technical Support and other Sales and Marketing staff, as necessary.?

Effectively interview, select, and onboard new hire candidates including support ongoing training programs.? Continuously develop employees.? Collaborate with HR and Director on performance corrective action discussions and activities.?

Identify, recommend, and implement process improvements to improve customer experience and meet corporate goals.???

Develop, monitor, and refine customer service policies and procedures.?

Perform customer service transactions as deemed necessary.??

Performs other duties as assigned.?

What You Bring to the Table: (Qualifications)

Associate's degree or equivalent; bachelor's preferred.? Commensurate experience may be substituted for a degree.?

5 years customer service experience to include:?

3+ years' experience in call center.??

2+ years supervisory or management experience or experience as lead is preferred.?

Pool industry experience (preferred).?

Software/hardware/technology requirements.?

Familiarity and/or knowledge of Microsoft Suite, CRM and SharePoint.?

Ability to work flexible schedule to manage team schedules.

Ability to work remotely and onsite as required.

Ability to work alternative shifts or workweeks, managing staff on alternate shifts.?

Ability to work at home/remotely as deemed necessary.?

Why should you come work with Us?

Comprehensive Benefits for you and your family include:

Medical, dental, and vision insurance.

HSA and FSA plan available.

401(k) with 50% company match up to 6%.

Paid Time Off - 3 to 5 weeks per year with weekly accruals starting day one.

Holidays - 11 Paid, eligible on day one.

Life/ADD Insurance and Short/Long Term Disability insurance with buy up options

Professional Development : Training programs, Tuition Reimbursement, and growth opportunities.

Supportive Environment : A culture rooted in collaboration, integrity, and respect.

Some Important Information for you:

Position Title: Customer Service Manager

Location: Hybrid position, reporting to headquarters at Latham, NY as needed

Employment Type: Hybrid

Status: Full-time

Salary Range: $62,000 to $70,000/year.

Our compensation reflects the cost of labor across US geographic markets. Starting pay for this role will vary based on multiple factors, including location, knowledge, skills, education, and experience. Pay ranges may be modified in the future.

Bonus: MIB - Tier 4 - 7.5% of base pay

Other:

Individuals needing visa sponsorship will not be considered.

Applications without a resume attached will not be considered.

Latham Pool Products is an Equal Opportunity Employer and a Drug-Free Workplace Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our hiring process includes drug screening, background check & E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apply Today!

Latham, The Pool Company

Latest Jobs

Customer Service Manager