Customer Service Lead (Premium & Samples)

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.

This role is seeking a 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 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