Customer Service Supervisor

Overview

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China.  This position is based in Clemmons, NC.

 

As a Customer Service Supervisor, you will lead and supervise the Hayward Flow Control Customer Care team to deliver exceptional service. Collaborate with cross-functional teams to ensure seamless operations and maintain customer satisfaction.

Responsibilities

• Coordinate with stakeholders to achieve operational excellence.
• Maintain strong relationships with customers, Outside Sales, and internal teams to deliver superior customer care.
• Monitor team performance against service levels, productivity, quality, and satisfaction metrics.
• Strategize and oversee daily customer care activities to ensure efficiency.
• Resolve customer complaints, billbacks, and debits promptly and professionally.
• Assist in developing and implementing customer service policies and procedures.
• Maintain documentation of customer service activities.
• Support employee development through training, coaching, and regular feedback.
• Foster team spirit and promote a positive, inclusive work culture.
• Perform additional duties as needed.

Supervisory Responsibilities

• Manage Customer Care Representatives located in Clemmons, NC, and Phoenix, AZ call centers.

 

Qualifications

• 5–10 years of customer service experience, preferably in manufacturing and distributor-facing roles.
• Proven supervisory experience with strong leadership and coaching skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Skilled in resolving customer complaints and internal process conflicts calmly and efficiently.
• Proficient in Microsoft Office Suite and customer service tools.
• Ability to present effectively to diverse audiences.
• Willingness to travel to Hayward facilities in the U.S.

Education and Experience

• Bachelor’s degree in Business or related field, or a minimum of five years of customer service experience.
• Prior experience in a leadership role preferred.

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