Customer Service Representative

4 weeks ago

Albany, New York, United States Latham Pool Products Full time
Job Summary:

The Latham Customer Service Representative is responsible for handling complex customer orders and inquiries independently. This position will identify and assign customer inquiries based on standard operating procedures. The representative will have email and telephone contact with distributors, dealers, customers, and the internal Sales team to support customer needs effectively and efficiently.

Key Responsibilities:
  • Identify and assign customer inquiries based on standard operating procedures within the CRM system.
  • Research and respond to complex customer requests and responses through a comprehensive understanding of Latham products, brands, and pricing programs.
  • 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 the Pool Kit Configurator tool, create kit orders and stock quotes.
  • Perform pre- and 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.
  • Process customer payments, returns, merchandise claims, and remake requests through the Request Center.
  • Meet goals and metrics assigned by the department and organization.
Requirements:
  • 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 the 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.
Work Requirements:
  • Ability to work alternative shifts or workweeks.
  • Ability to work overtime as required.
  • Ability to work in-office.

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