Customer Service Representative

We inspire happiness and well-being through safe, smart, and sustainable solutions. Our mission is to transform the experience of water with exceptional products and innovative technology. Our values—Care, Respect, Lead, and Grow—guide us in everything we do. Join us and make a positive impact!

Hayward Industries (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment globally, with a growing presence in the commercial pool market. Headquartered in Charlotte, North Carolina, we design, manufacture, and market a full line of residential and commercial pool and spa equipment. Our facilities are in North Carolina, Tennessee, Arizona, Rhode Island, Spain, and China, with distribution centers in France, Canada, and Arizona.  The role is located in Mocksville, NC.

We’re looking for a customer-focused individual who thrives in diverse and dynamic environments. As a primary point of contact for our Direct Buy customers, you’ll ensure they receive exceptional service and support. You’ll handle customer inquiries, manage orders, and collaborate with our Sales team to execute innovative programs and promotions. At Hayward, we believe in delivering exceptional products and outstanding service to transform the experience of water. Together, we’re on a mission to inspire happiness and well-being through safe, smart, and sustainable solutions.

Engage with Customers: Be the trusted point of contact for Direct Buy customers through email, telephone, fax, and EDI.

• Review and verify orders for accuracy.
• Efficiently process orders, sample requests, vouchers, and credits.
• Communicate clearly with customers about order changes, exceptions, and product availability.

Collaborate Across Teams: Work closely with Sales, Marketing, and other departments to deliver seamless customer care.

• Implement Sales programs and promotions.
• Process credits or replacement products as needed.
• Keep customer and Matrix pricing databases accurate and up-to-date.

What We’re Looking For:

• Ability to adapt and thrive in a fast-paced, seasonal environment.
• Excellent communication skills, both verbal and written, with a focus on inclusivity and clarity.
• Strong problem-solving abilities and a proactive approach to conflict resolution.
• A deep commitment to delivering outstanding customer service to both internal and external stakeholders.

Experience & Education:

• 3+ years of experience in a B2B customer-facing role, preferably in a diverse and inclusive setting.
• Familiarity with Salesforce and order management tools.
• Experience in finding balanced solutions that meet both company and customer needs.
• BS/BA Degree in a related discipline or equivalent experience.

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