Hayward Holdings, Inc.

Customer Support

• Be the trusted point of contact for Direct Buy customers through email, telephone, fax, and EDI.
• Review and verify orders for accuracy.
• Efficiently process orders, sample requests, vouchers, and credits.
• Communicate clearly with customers about order changes, exceptions, and product availability.
• Collaborate closely with Sales, Marketing, and other departments to deliver seamless customer care.
• Implement Sales programs and promotions; process credits or replacement products as needed.
• Keep customer and Matrix pricing databases accurate and up-to-date.

Customer Service Representative

Financial Planning and Analysis

• Lead reporting and analysis of Gross Sales during month-end close, forecasting, and budget cycles, with clear articulation of key drivers
• Conduct Gross Sales driver analysis, including Price, Volume, Mix (PVM), channel/customer trends, and SKU-level performance vs. budget, forecast, and prior year
• Support SKU rate and pricing analytics, evaluating rate realization, discounting practices, and product-level profitability
• Assist in rebate and allowance forecasting, including agreement documentation and forecast tracking
• Partner with Sales Ops and Commercial leadership to provide actionable insights on customer performance
• Contribute to SKU-level budgeting and rationalization initiatives to enhance Segment profitability and visibility
• Collaborate with the Expense COE and COGS COE to ensure SG&A and COGS inputs align with North America P&L and Adjusted EBITDA objectives
• Prepare North America deliverables for Global FP&A processes, including budgets, 9+3, 6+6, bridges, and monthly reporting
• Provide analysis and commentary that supports CFO flash reporting, executive decks, and board-level presentations
• Develop standardized customer and product profitability models and pro-forma analysis to support business cases
• Partner with the Business Intelligence COE to enhance and automate dashboards, reporting, and KPI visibility
• Provide financial insights for Regional Sales Team P&Ls, supporting accountability at the field level
• Document processes, reporting calendars, and standard work to improve team efficiency and consistency

Customer Service Representative

Senior Financial Analyst