Primary Role: 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. Duties and Responsibilities:
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 .
Performs other duties as assigned .
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.
Job Requirements :
Ability to work alternative shifts or workweeks. Hours would be 8am-5pm EST
Ability to work overtime as required.
Ability to work at home/remotely as deemed necessary.
First 90 days would be in office for training. After that, the ability to work from home would be evaluated
Hourly wage for this role will be $19.75-$21.00