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E-Commerce Customer Support Leader

2 months ago


Orlando, Florida, United States PoolCorp Full time
Company Overview

POOLCORP stands as the premier distributor in the business-to-business realm for swimming pool and landscape supplies, equipment, and associated outdoor living products. With a network of subsidiaries, we operate over 420 wholesale Sales Centers globally, employing nearly 6,000 individuals dedicated to fulfilling customer needs through a diverse range of products and value-added services.

Our headquarters in Covington, LA, provides outstanding support across various functions including IT, HR, Finance, Marketing, Legal, Purchasing, and Sourcing, ensuring that each Sales Center is equipped for success. Our remarkable company culture is characterized by a strong work ethic, an entrepreneurial mindset, and a commitment to community, all within a family-oriented environment. At POOLCORP, we aim to recruit only the finest talent.

Why Choose POOLCORP?

At POOLCORP, you will find a platform to make a significant impact and advance your career. We offer a wealth of opportunities that align with your personal and long-term professional aspirations. Our stable work environment is complemented by a generous compensation and benefits package. As a publicly traded entity since 1995, POOLCORP boasts a rich history of ongoing success, establishing itself as a leader in the industry.

Job Summary: The E-Commerce Customer Support Leader is responsible for guiding 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:
    • Mentors and leads a team of customer service representatives.
    • Establishes performance objectives and conducts regular evaluations.
    • Assists team members with their responsibilities as needed.
    • Cultivates a positive and collaborative team atmosphere.
  • Customer Service Operations:
    • Manages the daily functions of the customer service department.
    • Implements policies and procedures for customer service.
    • Ensures timely and effective resolution of customer inquiries and issues.
    • Gathers customer feedback to enhance service quality.
  • Customer Relationship Management:
    • Develops and maintains strong relationships with key clients, acting as an inside sales representative to help grow their business with PoolCorp.
    • Addresses escalated complaints and issues with both customers and internal staff.
    • Monitors customer feedback and initiates improvements.
    • Effectively communicates with customers during challenging situations.
  • Training and Development:
    • Provides continuous training and development opportunities for customer service personnel.
    • Stays informed on product knowledge and industry trends.
    • Implements best practices in customer service delivery.
  • Reporting and Analysis:
    • Generates regular reports on customer service metrics and performance.
    • Analyzes data to identify improvement opportunities.
    • Shares findings and recommends strategic actions.

Inclusivity Statement: POOLCORP encourages applications from bilingual individuals, military personnel, military spouses, and veterans. We recognize the unique experiences of military personnel and veterans and are committed to supporting their transition into civilian roles.

All employment offers to external candidates are contingent upon successful completion of pre-employment drug testing and background checks. This position is considered "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. We value diversity in our workforce and strive to create an inclusive environment for all individuals, ensuring that hiring and promotional decisions are based solely on job qualifications.