Customer Service Representative - Remote

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