The Position: Customer Experience Coordinator

The Company:

Pushing boundaries to redefine the future of hydration, HydraPak creates innovative gear that is specialized for a variety of different athletic activities.  Easy-to-use and highly functional, every HydraPak product showcases the technical manufacturing expertise that has distinguished the company for two decades. By offering a better way to hydrate, and continually seeking to refine its offerings, HydraPak has pioneered new product categories and become a trusted hydration partner for athletes worldwide.

The company sells to athletes directly and as an original equipment partner of major brands in the active Outdoor Recreation industry that incorporate our hands-free hydration reservoirs and soft flasks into hydration backpacks and running vests.  We work with over 70 leading brands in this capacity including Osprey Backpacks, Salomon, Patagonia and The North Face.  HydraPak also operates as Bottle Bright®, the natural and effective cleaning tablet. Our branded hydration products are available at specialty sport stores worldwide.  

Our Company Values:  ATHLETE

Advocates:  We are a customer-focused company. We think about the challenges our customers face and make them our top priority.

Team Players:  Teamwork makes the dream work. We collaborate and focus on the overall success of our customers and our company. We all unload the container and collaborate without ego.

Honest:  We’re committed to moral principles and having high integrity. Our handshake is our word. We strive to do the right thing, even when no one else is paying attention.

Long-View Thinkers:  We’re focused on where we want to go, and what we have to do today to meet tomorrow’s goal. From our team members to customers, we recognize that long-lasting, authentic relationships are the key to our continued growth and success.

Entrepreneurs & Innovators:  We are the experts in our category and craft. We don’t settle. We create new products and services and improve on what’s already been done.

Tolerant & Respectful:  The Golden Rule drives us. We value the importance of diversity in work, play and life. We bring our whole selves to work. We treat everyone with respect and dignity.

Eco-Conscious:  We believe in protecting, preserving, and providing access to the communities where we work and play. We endeavor to reduce our environmental impact on the earth and its resources.

Customer Experience Coordinator Mission:

The Customer Experience Coordinator position is responsible for handling customer service communication for web, warranty, and wholesale customers. This position will provide direct support to our customers via email and phone while collaborating with internal teams to ensure a seamless experience.

Primary and Additional Tasks and Responsibilities:

• Customer relationship management: Uses CRM software, specifically Zendesk, to track and manage customer interactions via phone and email.
• Wholesale order processing: Manages and processes orders for dealers and key accounts, including generating shipping labels and creating invoices.
• Warranty support: Handles warranty claims with an emphasis on transparency, efficiency, and empathy to ensure a positive customer experience during potentially stressful situations.
• Complaint resolution: Addresses and resolves customer complaints calmly and effectively, offering creative solutions and alternatives when possible.
• Prompt response management: Ensures timely and efficient responses to customer problems and concerns using the Zendesk platform.
• Inter-departmental collaboration: Works with the Sales and Fulfillment teams to solve order-related issues and develop thoughtful solutions to support broader business operations. 
• Develop in-depth knowledge of HydraPak and Bottle Bright products to provide accurate recommendations and troubleshooting.
• Attend and actively participate in team meetings, team huddles, and 1:1 check-ins with the manager to stay aligned on company goals, updates, and best practices.
• Process ad-hoc shipments and other special projects as assigned.

Experience and Qualifications

Education & Training

Associate’s Degree in a business-related field, Bachelor’s degree in progress or equivalent experience required in lieu of degree

Experience

• Minimum two years of customer service experience
• Recent college graduates are encouraged to apply
• Experience working in outdoors industry or a demonstrated passion for outdoor activities preferred

Skills

• Knowledge of Acumatica ERP, Shopify, or ZenDesk CRM is a plus.
• Must be comfortable and professional when communicating with consumers via phone and email.
• Exceptional customer service skills with a strong focus on customer satisfaction.  
• The ability to multitask multiple projects and be able to shift gears quickly if need be.  
• Strong computer skills are a must with proficiency in Google Business Suite preferred. 
• A desire to share in the work of the team and to help where required.

Salary & Benefits:

This position is based in our Longmont, CO office. The typical work hours for this job are between 8am-4pm, Monday through Friday. This is a non-exempt position with a pay range of $21.50-26.50 hourly with up to 5% annual bonus potential. HydraPak offers up to 120 hours of Paid Time Off in the first year of service, 11 paid holidays, a range of insurance benefits including medical, dental, vision, starting the first of the month following a 30-day waiting period, and a 401(k) plan with company match after 90 days.