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