Customer Experience Specialist

Job Description

Job Description

The Position:  Customer Experience Specialist

The Customer Experience Specialist position is responsible for managing the end-to-end customer experience for high-value EDI wholesale key accounts, ensuring seamless order execution, proactive communication, issue resolution, and cross-functional coordination. Build trusted customer relationships, identify service and process improvement opportunities, monitor account performance, and partner with Sales and Operations to drive customer satisfaction, retention, and account growth. 

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

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

T eam 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.

H onest:  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.

L ong-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.

E ntrepreneurs & 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.

T olerant & 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.

E co-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.

Duties and ResponsibilitiesKey Account & Customer Experience

• Build and maintain strong relationships with wholesale and EDI key accounts, serving as the primary point of contact for day-to-day customer needs.
• Deliver a high-quality, personalized customer experience throughout the order and account lifecycle.
• Develop an in-depth understanding of key accounts, including purchasing patterns, expectations, fulfillment requirements, and unique service needs.
• Manage customer inquiries, requests, complaints, returns, credits, and order adjustments efficiently and professionally through Zendesk.
• Proactively communicate order status, delays, backorders, shortages, substitutions, replenishment timelines, product changes, and other information that may impact customers.
• Take ownership of complex or high-priority customer issues, investigate root causes, and coordinate effective resolutions.
• Develop in-depth knowledge of HydraPak and Bottle Bright products to provide accurate product information, recommendations, and troubleshooting support.

Order Management & Account Operations

• Manage wholesale EDI orders from placement through fulfillment, including order entry, acknowledgements, warehouse coordination, routing, freight coordination, and ASN submission.
• Review key account fulfillment requirements and work with the department manager to identify compliance issues and necessary process changes.
• Support the onboarding of new key accounts and implementation of changes to customer requirements and vendor agreements.
• Ensure pricing, product availability, shipping information, customer terms, and account information are accurate and up to date.
• Partner with Sales, Operations, Warehouse, Logistics, Finance, and Product teams to meet customer requirements and support on-time shipment of key account orders.
• Work with the International Sales team to support fill-in orders for international distributors shipping from the U.S.
• Maintain accurate records of customer interactions, orders, account information, issues, and resolutions in Zendesk and Acumatica.
• Process ad-hoc shipments and support special projects as assigned.

Process Improvement & Team Support

• Identify inefficiencies in wholesale customer processes and recommend improvements that increase service quality and operational efficiency.
• Create and maintain SOPs for key account and customer experience processes, ensuring current documentation is maintained in a shared location.
• Participate in team meetings, huddles, and 1:1 check-ins to stay aligned on department priorities, company goals, process updates, and best practices.

Experience and QualificationsEducation & Formal Training:

• Bachelor’s degree in business or equivalent experience in lieu of degree preferred
• Two-four years of wholesale key account experience; outdoor industry experience desired 

Knowledge, Skills, and Abilities:

• Advanced SPS experience is required
• Knowledge of Acumatica ERP, Shopify, and ZenDesk CRM is a plus
• Strong Excel skills such as vlookups and pivot tables
• Analytical skills and proactive mindset to resolve any issues
• Demonstrates strong verbal and written communication skills to articulate information clearly and professionally
• Possesses a genuine desire to help customers and ensure their 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 is a full-time position based in our Longmont, CO office. The typical work hours for this job are between 8am-4pm, Monday through Friday. This is an in-office position and is not eligible for remote or hybrid work. Pay range for this position is $24.00-$29.00 hourly with up to 5% 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 starting the first of the month following a 30-day waiting period, and a 401(k) plan with company match after 90 days.