Customer Service Lead

About the position

Igloo Products Corp. is an iconic, fast-growing American brand known for its exceptional and durable coolers designed to meet everyday needs. For more than 75 years, Igloo has been a leader in the housewares industry and has evolved into a high-growth lifestyle brand, inspiring outdoor experiences centered around fun, family, and friends.

Founded in 1947 as a metalworking shop that brought fresh cold water to Texas workers in the field, and later inventing the Playmate, Igloo has grown into America's most recognizable brand of ice chests. The Igloo story spans more than 75 years of delivering coolness to the world. Today, Igloo has over 90% brand awareness, is #1 in market share in the U.S., and is a pioneer in sustainability within its category through the launch of biodegradable coolers and products made with post-consumer recycled resin and other sustainable materials. Igloo also has a growing direct-to-consumer (DTC) business, allowing us to build direct relationships with our consumers. In 2021, Igloo was acquired by Dometic Brands, creating the opportunity to globally grow both brands together.

We are on a journey of continuous growth - now looking for our next star - a passionate Customer Service Lead.

In this role , you will be involved in order entry, credits, credit card transactions, record organization, and cross department communication regarding sales orders and returns.

Essential Job Duties and Responsibilities:

• Accurately enter, review, and manage customer orders while ensuring compliance with pricing agreements, promotional programs, shipping requirements, and customer-specific requirements.
• Apply strong analytical and problem-solving skills when investigating shortages, overages, damages, pricing discrepancies, shipping exceptions, and invoice concerns; critically evaluate data, identify root causes, validate claims, and collaborate with cross-functional teams to drive accurate and timely resolution of customer issues.
• Process credits, returns, and adjustment requests in accordance with company policies while maintaining proper documentation and approval workflows.

• Coordinate with entire Customer Service team to resolve customer issues promptly and effectively.
• Maintain organized records of customer interactions, order activity, credits, returns, shortages, overages, and issue resolutions to ensure accurate documentation, timely follow-up, and compliance with company policies and procedures.
• Collaborate with Sales, Logistics, Distribution, Finance, Operations, and Customer Service teams to investigate and resolve order discrepancies, improve processes, and enhance the overall customer experience.
• Develop, manage, and continuously improve workflows that provide customers and customer sales representatives with a clear, efficient path for order support, including issue identification, order corrections, credits, returns, shortage claims, overage claims, and timely communication throughout the resolution process.

• Maintain service-level expectations by responding promptly to inquiries, proactively communicating updates, and ensuring a high level of customer satisfaction throughout the order lifecycle.

What do we offer?

1. Medical
2. Dental
3. Vision
4. Life Insurance
5. Short term & Long-term disability
6. Accidental death insurance
7. Supplemental life insurance
8. Company paid holidays
9. Flexible Spending Accounts

Minimum Requirements and Qualifications

A suitable background would be a solid experience within the following qualifications and experiences:

• 1+ years of proven experience in a customer service, operations, order processing, or data entry role, preferably with premium or high-value customer accounts.
• Exceptional attention to detail and organizational skills, with the ability to accurately manage high volume orders, customer requests, and transactional data while maintaining a high level of accuracy.
• Excellent verbal and written communication skills, with the ability to professionally interact with customers, sales teams, and internal stakeholders while effectively communicating issue status, solutions, and next steps.
• Proficiency in Microsoft Office Suite, particularly Excel, with confidence to investigate issues, question inconsistencies, and make sound decisions independently.
• Demonstrated analytical and problem-solving abilities, with the confidence to question inconsistencies and identify root causes.
• High degree of accountability, ownership, and customer focus, with a commitment to delivering accurate, timely, and effective resolutions to customer and business challenges.
• High School diploma or equivalent.

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Customer Relationship Management - Ability to quickly process multiple documents and emails to make a final decision , manage high-value relationships, and act as a single point of contact for order entry, credits, returns and overages/shortages.
• Initiative, Time Management & Results Orientation - Effectively prioritize competing priorities, manage multiple projects simultaneously, and consistently deliver accurate, timely results while demonstrating a proactive approach and the ability to work independently in a fast-paced environment.
• Communication & Cross-Functional Collaboration - Demonstrate strong verbal and written communication skills by providing clear, professional, and timely updates to customers, sales representatives, and customer service team while fostering effective collaboration across departments to resolve issues and drive positive outcomes.
• Attention to Detail & Data Accuracy - Maintain a high degree of accuracy when managing customer, order, pricing, and transactional data, with the ability to identify discrepancies, validate information, and ensure records are complete, organized, and reliable.
• Time Management & Prioritization - Effectively manage multiple priorities, customer requests, and projects simultaneously in a fast-paced environment, consistently meeting deadlines while maintaining accuracy and high-quality service levels.
• Initiative, Ownership & Accountability - Demonstrate a proactive, self-motivated approach by taking ownership of issues from identification through resolution, independently driving follow-up actions, and continuously seeking opportunities to improve processes and customer experiences.

And of course - our Core Values

To thrive and succeed in this role, you understand the importance of our core values - Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Are you our next star? Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Igloo offers equal opportunities for everyone. Equal opportunities mean that all employees shall be treated according to their abilities and qualifications in every employment decision, including but not limited to hiring, advancement, compensation benefits, training, lay-offs and termination. Any form of discrimination or harassment against employees due to personal factors, such as gender, ethnicity, skin color, age, sexual orientation, religion, nationality, disability and pregnancy or employees with family responsibilities is prohibited.

All applicants must be at least 18 years old and legally authorized to work in the United States on a permanent basis.

Igloo supports and respects the protection of internationally proclaimed human rights. We do not tolerate child labor or any form of modern slavery, including forced, bonded or compulsory labor, physical or psychological punishment or human trafficking.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.