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Company Name : HydraPak, LLC
Location : Longmont, CO 80503
Position : Customer Service Manager
Job Description : JOB DESCRIPTIONHydraPak is seeking a Customer Service Manager (CSM). The CSM is responsible for managing our domestic Customer Service Team, which includes consumer and dealer services. The Team is responsible for tasks such as customer communication, order processing, warranty, dealer support and representing the voice of the customer for internal meetings. The position is accountable for handling consumer warranty request and responses to all customer inquiries. The CSM reports to the Director of Marketing & Ecommerce. The candidate is an energetic problem solver and thrives working for a fast-paced, high growth company in an ever-changing environment.JOB TASKS AND RESPONSIBILITIESWork with leadership team to set service commitments to our consumers and customers with regards to communication and order processing.Coordinate with the Director of Marketing to implement Ecomm initiatives and maintaining brand standards on customer facing service activities.Manage the Customer Service Team to achieve desired service levels, including training and performance feedback.Master the software required for the position, including Zendesk Support and Sell CRM, Acumatica ERP, Elastic or other B2B software, and less intensely ShipStation, Amazon Vendor Central and Shopify.Prepare frequent reports detailing Team performance against the defined service levels, as well as capturing customer feedback that would be valuable to the rest of the companyBecome familiar with all HydraPak products and their uses to be able to answer questions as an expert, as athletes look to HydraPak as hydration experts.Work with Sales, Finance, Fulfillment, Production and Engineering to address issues that arise in communication and processing of orders.Attend and participate in consumer and/or trade eventsParticipate in team and company meetings to work through the challenges faced by the organization and to plan for future success.As a player/coach, be prepared to roll up your sleeves and work side by side with your Team members on all tasks.EDUCATION AND EXPERIENCEFour-year degree from an accredited college/university.Three years Customer Service experienceExtensive experience utilizing Zendesk Support is required (Zendesk Sell or other CRM a plus)Previous experience utilizing an ERP system for Order Processing and Management required (knowledge of Acumatica ERP is a plus)Prior experience in Customer Service in the active outdoor industry is preferred.Strong written and verbal communication skills is critical. We are communicating constantly with customers, sales staff, and the shipping team.Strong computer skills are a must. Ability to prepare spreadsheets in Excel and documents in Word as well as master required software packages.A desire to share in the work of the team, and to help where required.Excellent attention to detail and follow through with communication and a sense of urgency for deadlinesExcellent organizational skills and ability to prioritizeAbility to “multi-task” while also reassessing priorities on a continual basisSALARY & BENEFITSThis position is for our Longmont, CO office. The typical work hours for this job are 8am-5pm, Monday through Friday. Pay range for this position is $70,000-$75,000 annually with a 10% bonus potential. HydraPak offers up to 80 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 the first year.To apply, please submit a resume and cover letter through the Indeed system.HydraPak LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors.Job Type: Full-timePay: $70,000.00 – $75,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceLife insurancePaid time offParental leaveVision insuranceSchedule:8 hour shiftMonday to FridaySupplemental Pay:Bonus payCOVID-19 considerations:Vaccination RequiredEducation:Bachelor’s (Preferred)Work Location: One location
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