Customer Service Representative

Latham, The Pool Company • Zephyrhills, FL • 2w ago

Make a SPLASH with Latham Pool Products!

At Latham Pool Products, we don't just make swimming pools; 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 Latham Customer Service Representative is responsible for handling complex customer orders and queries independently. In addition, this position will identify and assign customers inquiries based on standard operating procedures. The position will have email and telephone contact with distributors, dealers, customers, and the internal Sales team to support customer needs effectively, efficiently and in compliance with company procedures.

Some of What You Will Do:

Identify and assign customer inquiries based on standard operating procedures within Customer Relationship Management (CRM) system.

Research and independently respond to complex customer requests &/or responses through comprehensive understanding of all Latham products, brands, and pricing programs by telephone, email, Latham website, customer portal or Request Center

Using multiple tools and systems, research, calculate and enter customer requested quotes and orders following LPP procedures and guidelines.

Independently resolve Customer Critical Care preferences requiring additional complexity and interpretation

Using Pool Kit Configurator tool, create kit orders. Create stock quotes and orders.

Perform pre/post order entry quality audits.

Assess and resolve customer and internal order hold requests.

Complete assigned custom and/or stock orders related to assigned products such as Fiberglass, Liner, Covers and Kits.

Process customer payments, returns, merchandise claims and remake requests through Request Center.

Meet goals and metrics assigned by department and organization (meeting/exceeding customer service order entry timeliness, quality, etc.).

Exhibits technical accuracy and conformance to company policies and practices.

Recommends corrective actions to mitigate customer concerns with department leadership

What You Bring to the Table: (Qualifications)

High school diploma or equivalent required

Associate or bachelor's degree preferred.

3-year customer service or related experience or 6 months experience as a LPP Customer Service Representative II

Previous experience in pool, manufacturing, distribution, or design industry preferred.

Excellent telephone and interpersonal skills.

Strong organizational skills, ability to multi-task and meet deadlines.

Strong computer skills including proficiency in Microsoft Office Suite and ability to learn new computerized systems and programs.

Basic math and reading comprehension skills.

Ability to collaborate with diverse customers and colleagues.

Why should you come work with Us?

Comprehensive Benefits for you and your family include :

Medical, dental, and vision insurance

HSA and FSA plans 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 Representative- 7:00 am- 4:00 pm

Location: Zephyrhills FL- 40119 County Road 54 East Zephyrhills, FL. 33540

Employment Type: On-site

Status: Full-time

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