Customer Operations Manager

The Position: Customer Operations Manager

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 Operations Manager Mission

The Customer Operations Manager position is responsible for managing our domestic Customer Experience 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.

Primary And Additional Tasks And Responsibilities

• Coach, mentor, and develop team members through regular feedback, one-on-one meetings, and performance reviews to foster professional growth and high engagement.
• Experienced in managing the full lifecycle of purchase orders within Amazon Vendor Central, from order acceptance to final shipment. Also familiar with chargeback prevention, performance analytics, and EDI integration for process automation.
• Establish and monitor key performance indicators (KPIs) to evaluate team productivity, accuracy, and responsiveness.
• Identify and implement operational process improvements to increase efficiency, reduce errors, and enhance the customer experience.
• Act as a key stakeholder in strategic planning efforts involving order management, customer experience, and cross-functional workflows.
• Respond to internal requests such as creating sales orders, shipping, and tracking.
• Oversee a limited set of wholesale EDI key accounts, including but not limited to processing incoming new orders, making any necessary changes to an order, issuing order confirmations, answering customer questions, and updating vendor guides.
• Maintain documentation of SOPs and ensure training materials are up to date; lead onboarding and training of new team members.
• Drive alignment between customer service operations and overall business goals, ensuring scalability as the company grows.
• Participate in team and company meetings to work through the challenges faced by the organization and to plan for future success.
• Delegate wholesale orders in the Zendesk queue to the appropriate team member.
• Perform weekly inventory allocation and identify priority orders.
• Assist the team in fielding questions or issues regarding the processing of wholesale key accounts, such as EDI submission errors.
• Back up processing of accurate and timely sales orders for dealers and warranty requests as needed.
• Collaborate with the Sales and Fulfillment teams to ensure orders are received and shipped in a timely manner.
• Maintain strict service commitments set in place for Retailers, Dealers, Distributors, and Consumers.
• Work closely with the Director of US Operations to ensure proper order flow to the Warehouse and identify ongoing opportunities for improvement.
• Communicate with Sales, Fulfillment, and Customer Experience teams as needed to address relevant issues and support overall team success.
• Master our ERP software (Acumatica) as well as our platforms for EDI (SPS Commerce), online B2B ordering (Shopify), and Zendesk CRM.
• Develop a strong working knowledge base of the entire range of HydraPak and Bottle Bright brand SKUs.
• Work on special projects on an as-needed basis
  
  

Experience And Qualifications

Education & Training

• Bachelor’s degree or equivalent experience required in lieu of degree
  
  

Experience

• 5+ years experience in customer service operations or CRM administration, with at least 3+ years of hands-on customer service experience required.
• Minimum two years of customer service management experience required
• Outdoor industry experience preferred.
  
  

Skills

• Experience with Amazon Vendor Central portal is required.
• Knowledge of Acumatica ERP, Shopify or ZenDesk CRM is preferred.
• Must be comfortable and professional when communicating with consumers via phone and email.
• Exceptional written and verbal communication skills.
• 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 Monday-Friday. The typical work hours for this job are between 8am-4pm, Monday through Friday. Pay range for this position is $65,000 to $75,000 annually 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 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.