Dealer Account Specialist

Hayward Distributing is looking for a Dealer Account Specialist to join our Customer Service team and serve as a primary point of contact for our independent equipment dealers and outside sales team.

This is a high volume B2B customer service and order support role, but it is not a scripted call center position. Our dealers contact us with questions about product availability, orders, backorders, shipping issues, parts, returns, and other day to day needs. You will research the issue, work with the appropriate people and systems, and help get it resolved.

You will work with the same dealers over time, giving you the opportunity to learn their businesses and become familiar with the products they regularly purchase. You will also work closely with our outside sales team and other departments throughout the company. A lot of the job involves figuring things out, finding answers, and helping customers get what they need.

We are looking for someone who is dependable, organized, comfortable handling a high volume of calls and emails, and genuinely enjoys helping people solve problems. Experience in B2B customer service, inside sales, parts, distribution, equipment, or a similar customer focused role is helpful, but we are willing to train the right person on our products and systems.

This Position Requires:

• An energetic, positive, and proactive attitude
• A strong customer-service mindset and sensitivity to dealer needs
• Resourcefulness and a willingness to find answers rather than simply pass problems along
• Strong problem-solving skills and a willingness to investigate an issue before giving up
• A sense of urgency and an action-oriented mindset
• The ability to remain organized while handling a high volume of calls, emails, orders, and follow-up items
• Comfort working as part of a team where priorities can change throughout the day
• The ability to build positive working relationships with customers and coworkers

Your Responsibilities Include (but are not limited to):

• Answering inbound customer service calls from dealers throughout Hayward's territory
• Assisting customers across our outdoor power equipment, agricultural, heating, and other product categories
• Entering, reviewing, and processing customer orders accurately
• Working closely with assigned outside sales representatives and providing additional support to their dealer accounts
• Checking product availability, pricing, order status, and estimated ship dates
• Researching and identifying service and replacement parts using illustrated parts diagrams and other resources
• Answering basic product questions and helping connect customers with additional technical resources when needed
• Resolving order and logistical issues including shortages, mis-ships, mis-picks, damages, returns, and freight questions
• Investigating backorders and communicating realistic product availability information to customers
• Coordinating with warehouse, purchasing, sales, accounting, technical support, and other internal teams to resolve customer issues
• Communicating professionally with customers by phone and email
• Following customer issues through to resolution rather than simply transferring or passing them along
• Developing familiarity with assigned sales territories, customers, product lines, and recurring customer needs
• Supporting sales opportunities that naturally arise through customer conversations and working with the appropriate salesperson when needed

You Will Need:

• Strong verbal and written communication skills
• Excellent problem-solving skills
• Strong attention to detail
• Ability to manage competing priorities and frequent interruptions
• Comfort working in a fast-paced environment with significant inbound phone activity
• Ability to learn a broad and continually changing product offering
• Basic understanding of order-desk functions such as order entry, pricing, inventory, shipping, and logistics, or the ability to learn them quickly
• A willingness to take ownership of customer issues and see them through to completion

About Us:

Founded in 1947, Hayward is a stable and growing company with a proven track record of success. We are a multi-state wholesale distributor of top lawn & garden, shortline ag, and engine brands, including Honda, Bobcat and EGO. From our location in Columbus, we support a network of local dealerships throughout the Midwest and Northeast.

We have built a strong reputation in the industry by treating employees and customers fairly. As an 80-person company, we provide support for our team while maintaining flexibility in…