Customer Service Lead (Premium & Samples)

Igloo Products Corp is an iconic and fast-growing American brand known for exceptional and durable performance for everyday cooler needs. After more than 75 years of as the leader as a housewares brand, Igloo has pivoted to a high growth lifestyle brand for outside activities associated with fun, family and friends 

Founded in as a metalworking shop bringing fresh cold water to Texas workers in the field to inventing the Playmate to becoming 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 90% + brand awareness and is #1 in market share in the US, is a pioneer in sustainability for our category with the launch of biodegradable coolers and coolers made with from post-consumer recycled resin and other sustainable materials and has a growing DTC business allowing us to build direct relationships with our consumers.  In 2021, Igloo was acquired by Dometic Brands and now there is 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 (Premium & Samples)

In this role, As the Customer Service Lead for Premium Accounts, you will serve as the primary point of contact for our premium sales channel, ensuring client needs are met with professionalism and efficiency. You’ll manage complex inquiries, oversee purchase orders from end to end, and contribute to process improvements. 

Essential Job Duties and Responsibilities: 

• Serve as the lead point of contact for premium account customers, ensuring exceptional customer service and satisfaction. 
• Manage and resolve customer issues promptly and effectively. 
• Maintain organized records of customer interactions, feedback, and service issues. 
• Prepare and analyze reports using Microsoft Excel to identify trends and opportunities for service enhancements. 
• Collaborate with cross-functional teams to improve the overall customer experience. 
• Develop and implement procedures that enhance service delivery and operational efficiency. 

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: 

•   2+ years of proven experience in a customer service role, preferably with premium or high-value clients. 
•   Exceptional attention to detail and organizational skills. 
•   Excellent verbal and written communication skills. 
•   Proficient in Microsoft Office Suite. 
•   Strong problem-solving skills and the ability to make decisions independently. 
•   Self-starter with the ability to manage multiple priorities and projects simultaneously. 
•   Experience with CRM systems (e.g., Salesforce, Zendesk) is a plus. 
•   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 respond quickly and adapt to changing daily priorities, manage high-value relationships, and act as a single point of contact for premium accounts 
• Communication Skills & Team Collaboration - Clear, concise, prompt and professional communication with both clients and internal teams. 
• Attention to Detail - Precise management of purchase orders & customer data. 
• Time & Task Management - Ability to juggle multiple priorities and deliver on tight timelines. 
• Proactive & Self-Motivated - Taking initiative and ownership without needing close supervision. 

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