Customer Service Supervisor

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.

Hayward Flow Control, a division of Hayward Industries, is a leading U.S. manufacturer of industrial thermoplastic valves, actuation and controls, instrumentation, filters, strainers, corrosion resistant pumps, bulkhead fittings and tank accessories. Hayward Flow Control products are used in water and wastewater treatment, chemical processing & transfer, chemical feed, aquatic/animal life support systems, mining, and many other industrial processing systems worldwide. Hayward's thermoplastic and actuation products accommodate aggressive and corrosive environments, delicate ecosystems, or the strictest chemical balances to keep water and life working together.

As part of our growth strategy, we are looking for a dynamic individual to lead our Customer Carer team for our Flow Control product line, in our Clemmons, North Carolina location. This position is in office, five days per week.

SUMMARY

As a Customer Service Supervisor, you will lead and supervise the Hayward Flow Control Customer Care team to deliver exceptional service. Collaborate with cross-functional teams to ensure seamless operations and maintain customer satisfaction.

Major Tasks and Responsibilities:

• Coordinate with stakeholders to achieve operational excellence.
• Maintain strong relationships with customers, Outside Sales, and internal teams to deliver superior customer care.
• Monitor team performance against service levels, productivity, quality, and satisfaction metrics.
• Strategize and oversee daily customer care activities to ensure efficiency.
• Resolve customer complaints, billbacks, and debits promptly and professionally.
• Assist in developing and implementing customer service policies and procedures.
• Maintain documentation of customer service activities.
• Support employee development through training, coaching, and regular feedback.
• Foster team spirit and promote a positive, inclusive work culture.
• Perform additional duties as needed.

Supervisory Responsibilities

• Manage Customer Care Representatives located in Clemmons, NC, and Phoenix, AZ call centers.

Requirements:

• 5-10 years of customer service experience, preferably in manufacturing and distributor-facing roles.
• Proven supervisory experience with strong leadership and coaching skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Skilled in resolving customer complaints and internal process conflicts calmly and efficiently.
• Proficient in Microsoft Office Suite and customer service tools.
• Ability to present effectively to diverse audiences.
• Willingness to travel to Hayward facilities in the U.S.
• Experience with MS D365

Education and Experience

• Bachelor's degree in Business or related field is preferred, or a minimum of five years of customer service experience.
• Prior experience in a leadership role preferred.

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