• Identify and assign customer inquiries based on standard operating procedures within Customer Relationship Management (CRM) system.
• Research and independently respond to complex customer requests &/or responses through comprehensive understanding of all Latham products, brands, and pricing programs by telephone, email, Latham website, customer portal or Request Center
• 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 Pool Kit Configurator tool, create kit orders. Create stock quotes and orders.
• Perform pre/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 such as Fiberglass, Liner, Covers and Kits.
• Process customer payments, returns, merchandise claims and remake requests through Request Center.
• Meet goals and metrics assigned by department and organization (meeting/exceeding customer service order entry timeliness, quality, etc.).
• Exhibits technical accuracy and conformance to company policies and practices.
• Recommends corrective actions to mitigate customer concerns with department leadership.
• Performs other duties as assigned.

• 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 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.

• Ability to work alternative shifts or workweeks. Hours would be 10:30am-7:30PM EST/ 7:30am-4:30PM PST
• Ability to work overtime as required.
• Ability to work at home/remotely as deemed necessary.

Hourly wage for this role will be $19.75-$21.00