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.

Pushing boundaries to redefine the future of hydration, Hydra Pak creates innovative gear that is specialized for a variety of different athletic activities. Easy-to-use and highly functional, every Hydra Pak 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, Hydra Pak 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. Hydra Pak also operates as Bottle Bright®, the natural and effective cleaning tablet.

Our branded hydration products are available at specialty sport stores worldwide.

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.

• 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,…