Customer Service Manager

1 week ago

Oakville ON LH R, Canada Hayward Industries Full time $60,000 - $120,000 per year

Overview:

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China. This position is based in Oakville, Ontario.

This role is responsible for continuously refining the strategy to efficiently process and manage orders submitted by Direct Buy customers. Key responsibilities include managing a team of Customer Service Representatives to ensure timely and accurate order processing, and collaborating with functional and business leaders to design and implement effective order prioritization, fulfillment strategies, and sales programs. This position oversees direct reports based at the Oakville, Ontario facility.

Responsibilities:

Apply a metric-driven, hands-on approach to managing the Customer Service Call Centre, coaching the Customer Service team to effectively:

  • Process Direct Buy customer orders, warranty orders, and credit card transactions.
  • Manage order exceptions and updates.
  • Execute sales programs and promotions.
  • Serve as the primary point of contact for Direct Buy customers, indirect dealer accounts, and general inquiries.
  • Communicate with customers in a timely and professional manner.
  • Manage and maintain customer, channel, and promotional pricing in coordination with the Sales, Marketing, and IT teams, ensuring ongoing compliance with SOX audit protocols and reporting requirements.
  • Collaborate with the ERP implementation team to support the migration of data and business processes to the new D365 ERP platform.
  • Partner with Operations, Sales, and IT to design and implement an order prioritization and fulfillment strategy that:
    • Supports segmented order prioritization.
  • Enables dynamic adjustments based on evolving business conditions.
  • Measures performance against prioritization goals.
  • Coordinate with Sales, Marketing, and IT to implement promotional programs that:
  • Are executable by both Hayward and Direct Buy customers.
  • Deliver on defined sales and marketing objectives.

Qualifications:

  • Ability to work in a fast-paced environment and manage priorities.
  • Excellent Communication skills.
  • Proficiency in Microsoft Excel.
  • Strong commitment to customer service, employee efficiency, and company growth.
  • Superior analytical and problem-solving abilities.
  • Bilingual language skills (English/French) are an asset.

Experience:

  • Experience managing a B2B customer-facing team.
  • Prior experience with the AS400 system, Microsoft Dynamics 365 (D365) ERP, Power BI and Salesforce will be beneficial.
  • Experience negotiating resolutions, finding solutions, and balancing company and customer expectations.

Education:

BS/BA Degree in related discipline or comparable industry experience

Physical Requirements:

Must be able to sit for extended periods of time. Regularly required to stand, walk, talk and hear.

Travel and Commute:

This is an office-based position, with minimal travel required: 5-10%

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