The Position: Customer Service Specialist

 

The Company
Hydrapak creates and sells innovative hydration solutions for performance-oriented people. The company is a trusted partner for major brands in the active Outdoor Recreation industry, who incorporate its hands-free hydration reservoirs and soft flasks into hydration backpacks and running vests. Hydrapak branded hydration products are available at specialty Outdoor stores worldwide, including REI, Sports Basement, and Amazon.

 

Based in Oakland, California, we are a group of highly-motivated enthusiasts who are lucky enough to be able to combine work with our shared passion for recreation and product applications. If you are looking to make a difference in a casual, team-oriented atmosphere, and share our love for the outdoors, this may be the right fit for you. Some of our perks include free product testing, access to pro-deals from other Outdoor companies, subsidized health/dental insurance, 401k with employer contribution, and paid vacation.

 

Job Description
The position is responsible for managing order flow, verifying accuracy of information submitted to the shipping team, and communicating with the sales staff regarding order status. The position also is responsible for reviewing and processing consumer warranty requests and responding to consumer inquiries. As a team member, Customer Service Specialists also assist with the picking and packing of orders when we get busy.

Main Job Tasks and Responsibilities

§ Order entry, organizing and scheduling orders, releasing orders to warehouse, communicating with customers regarding shipping dates, prices, part numbers, order confirmations, etc.

  • Process orders according to the guidelines and requirements established by our major customers, such as REI and Amazon. Use SPS Commerce to process EDI orders according to these same requirements.
  • Scheduling shipments by Fed Ex, UPS, DHL, etc. Preparing forms for shipments.
  • Prepare written responses to online enquiries
  • Answer inbound phone calls, transfer calls to various staff members, handle requests for information from customers. Able to communicate clearly with customers.
  • Pick, pack, and prepare orders for shipment, as needed. Able to lift boxes up to 45 lbs. 
  • Some light assembly work including adding stickers to products, bagging, kitting parts, assembling products

Warranty

  • This role requires extensive technical expertise regarding all Hydrapak products. An interest in the products and their use, as well as a good aptitude for recalling details is critical. 
  • Communicate with customers regarding warranty claims. Able to provide HydraPak’s high level of service while also maintaining appropriate operations costs.
  • Maintain and continuously improve warranty stocking area. Organizational skills are essential.
  • Process warranty claims within HydraPak’s 48-hour goal

Inventory

  • Take daily inventory cycle counts. Run reports and confirm inventory quantities
  • Develop and implement efficient inventory management procedures
  • Reconcile inventory discrepancies

 

Education and Experience

  • Strong written and verbal communication skills is critical. We are communicating constantly with customers, sales staff, and the shipping team
  • Good attention to detail. Different customers have different requirements, and getting their orders processed correctly is a must
  • A desire to share in the work of the team, and to help where required
  • Prior experience in Customer Service in the Active Outdoor industry is preferred
  • Four-year degree in business, marketing or equivalent experience is preferred
  • Ability to prepare spreadsheets in Excel, and documents in Word. Knowledge of Sage ERP, SPS Commerce EDI, and/or ZenDesk CRM is a plus
  • Able to lift up to 45 pounds without restriction. Fork lift driving experience is a plus

Salary & Benefits
This is a full-time, 40 hour-a-week job. The works shift is from 8am-5pm, Monday through Friday. Starting pay is $20.00 per hour or higher, depending upon applicable experience and training. After 90-day probationary period, you are eligible for medical, vision, dental, and vacation benefits. A 401K plan is available after the first year.


Application and Starting Date
Please email resume and cover letter addressing Experience and Education requirements above with your name written in the subject line to [email protected] Start date is as soon as possible.