Customer Service Representative

Hayward Holdings, Inc. • Oakville, ON

15d • CA$54,000 - CA$64,800 • Onsite

About The Position

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.

The Customer Service Representative provides accurate, timely, and professional support to customers and sales representatives across all standard Hayward Flow Control product lines. This position takes ownership of day-to-day customer service and order-management activities, using sound judgment to prioritize requests, coordinate with internal departments, and follow each matter through to completion. Through reliable and responsive service, the role contributes to customer satisfaction, efficient operations, and continued business growth.

Requirements

• Ability to work effectively in a fast-paced, computer-based office environment while managing multiple customer requests through email and business systems.
• Possesses intermediate proficiency in Outlook, including searching, forwarding, editing, downloading and attaching files, as well as a working knowledge of Excel, Teams, OneDrive, Adobe, and Windows-based file management.
• Has experience using business systems to process customer or sales orders and understands essential purchase-order information; familiarity with AS400 or Microsoft Dynamics D365 is an asset.
• Demonstrates ownership and strong attention to detail by verifying information for accuracy and completeness, tracking outstanding items, and following assigned requests through to completion.
• Uses sound judgment to prioritize multiple requests based on urgency, customer needs, and business requirements.
• Able to understand and consistently execute multi-step workflows across different systems.
• Demonstrates the ability to learn and apply new information, systems, and procedures effectively.
• Communicates clearly, professionally, and courteously, both verbally and in writing; works collaboratively with customers, sales representatives, and internal departments; and recognizes when an issue should be escalated.
• Proactive and resourceful in locating information and using available tools to support learning and routine problem-solving.

Nice To Haves

• Ability to communicate in French is considered an asset but is not a requirement for the position.

Responsibilities

• Manages assigned customer and sales representative requests received through email and by telephone, responding in a timely, professional, and courteous manner.
• Processes customer orders and order changes accurately, verifying purchase order details, pricing, product availability, and shipping requirements.
• Provides customers, distributors, and sales representatives with price and delivery information, order status, availability, lead times, and standard product information.
• Completes invoicing and coordinates returns and warranty requests in accordance with established procedures.
• Maintains accurate and organized electronic records, customer correspondence, and supporting order documentation.
• Coordinates with Credit, Planning, Shipping, and other internal departments to resolve issues, support order fulfillment, and keep customers informed of order and delivery status.
• Prioritizes requests based on urgency and business needs, tracks outstanding items, and follows each matter through to completion.
• Understands customer needs, works collaboratively to fulfill requests, supports positive business relationships, and escalates complex matters appropriately.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed