Customer Service Representative II

Make a SPLASH with Latham Pool Products!

At Latham Pool Products, we don’t just make swimming pools; we create opportunities for backyard dreams to come true. As the leading manufacturer in North America, Australia, and New Zealand, we are committed to delivering innovation, quality, and sustainability in everything we do.

We believe in building an environment where everyone can thrive. That is why we offer:

• A culture of integrity, collaboration, and respect.

• Comprehensive benefits for you and your family.

• Opportunities for growth, mentorship, and skill development.

Ready to join a team that makes a difference?

A little about the position:

Job Summary

The Latham Customer Service Representative II is responsible for handling complex customer orders and queries independently. In addition, this position will identify and assign customers inquiries based on standard operating procedures. The position will have email and telephone contact with distributors, dealers, customers, and the internal Sales team to support customer needs effectively, efficiently and in compliance with company procedures.

Some of What You Will Do:

• 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

• Other duties as assigned

What You Bring to the Table: (Qualifications)

• High school diploma or equivalent required

• Associate or bachelor’s degree preferred.

• 3-year customer service or related experience

• 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.

Why should you come work with Us?

Comprehensive Benefits for you and your family include :

• Medical, dental, and vision insurance

• HSA and FSA plans available

• 401(K) with 50% company match up to 6%

• Paid Time Off – 3 to 5 weeks per year with weekly accruals starting day one

• Holidays - 11 Paid, eligible on day one

• Life/ADD Insurance and Short/Long Term Disability insurance with buy up options

Professional Development : Training programs, Tuition Reimbursement, and growth opportunities.

Supportive Environment : A culture rooted in collaboration, integrity, and respect.

Some Important Information for you:

Position Title: Customer Service Representative-1st Shift

Location: Latham

Employment Type: On-site

Status: Full-time

Hours: 8-5 Monday-Friday, overtime availability preferred

Salary Range: $20-$25/hour

Our compensation reflects the cost of labor across US geographic markets. Starting pay for this role will vary based on multiple factors, including location, knowledge, skills, education, and experience. Pay ranges may be modified in the future.

Latham Pool Products is an Equal Opportunity Employer and a Drug-Free Workplace Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our hiring process includes drug screening, background check & E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The submission of your resume will expedite the review of your information.

Apply Today!

If you are ready to leverage your expertise and make an impact at Latham Pool Products, we’d love to hear from you! Apply and upload your resume to our team today by following this link: Careers Page. (