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E-Commerce Customer Service Team Leader

2 months ago


Orlando, Florida, United States PoolCorp Full time


Company Overview:
POOLCORP stands as the premier distributor in the business-to-business sector for swimming pool and landscape supplies, equipment, and associated outdoor living products.

With a robust network of subsidiaries including SCP Distributors LLC, Superior Pool Products LLC, and Horizon Distributors Inc., we proudly operate over 420 wholesale Sales Centers globally, employing nearly 6,000 dedicated professionals who cater to our customers' diverse needs by providing a comprehensive range of products and valuable support.

Our headquarters in Covington, LA, delivers exceptional support services (such as IT, HR, Finance, Marketing, Legal, Purchasing, Sourcing, etc.) to our Sales Centers.

At POOLCORP, we foster a remarkable company culture characterized by a strong work ethic, an entrepreneurial mindset, and a commitment to community engagement, all within a family-oriented work environment.

Why Choose POOLCORP?
At POOLCORP, you will find a wealth of opportunities that align with your individual and long-term career aspirations. Our stable work environment is complemented by a generous compensation and benefits package. As a publicly traded company since 1995, POOLCORP has established itself as a global leader with a rich history of continuous success.

Location:
Remote options available.

Job Summary:
The Customer Service Supervisor is responsible for leading our customer service team and enhancing our value proposition. Our objective is to set ourselves apart by delivering an exceptional customer service experience.

Key Responsibilities:

  • Team Leadership:
    Guide and mentor a team of customer service representatives.
  • Establish performance objectives and conduct regular evaluations.
  • Assist customer service personnel with their responsibilities as needed.
  • Promote a positive and collaborative team atmosphere.

Customer Service Operations:
Manage the daily functions of the customer service department.

  • Develop and enforce customer service policies and procedures.
  • Ensure prompt and effective resolution of all customer inquiries and issues.
  • Gather customer feedback to enhance service quality.

Customer Relationship Management:
Build and maintain strong relationships with key clients, acting as an inside sales representative to help grow their business with PoolCorp.

  • Address escalated complaints and issues from customers and internal staff.
  • Monitor customer feedback and implement necessary improvements.
  • Communicate effectively with customers during challenging situations.

Training and Development:
Provide ongoing training and development opportunities for customer service staff.

  • Stay informed about product knowledge and industry trends.
  • Implement best practices in customer service.

Reporting and Analysis:
Generate regular reports on customer service metrics and performance.

  • Analyze data to identify areas for enhancement.
  • Present findings and recommend strategic actions.


Bilingual, military personnel, military spouses, and veteran applicants are strongly encouraged to apply. POOLCORP values the unique experiences and skills that military personnel bring to our team.

All employment offers to external candidates are contingent upon successful completion of pre-employment drug testing and background checks.

This position is classified as "safety-sensitive" and involves tasks that could impact the safety and health of the employee or others.

POOLCORP, along with its subsidiaries, is a drug-free workplace and an Equal Opportunity Employer – By Choice. We are committed to understanding, respecting, and valuing diversity, including unique styles, experiences, identities, ideas, and opinions, while striving to be inclusive of all individuals.

This commitment is essential to our success as a global organization as we seek to recruit, develop, and retain the most talented individuals from a diverse candidate pool.

Hiring and promotion decisions are based solely on the qualifications required for the position.