Customer Experience and Operations Specialist

Hydrant, Inc. is a company that specializes in producing health supplements (electrolyte drinks) to help you power through and conquer your day.
Hydrant is looking to add a CX /Operations Specialist with the experience, ability and drive to join our team and help take our Customer Experience and Operations to the next level. As a CX / Ops Specialist, you are often the first point of contact at Hydrant and have the ability to create brand loyalty with our customers. You take full ownership of the overall customer experience from over-the-phone to on-the-web support, while assisting with the day to day operations of Hydrant such as order fulfillment and inventory management. With that comes an expert level of knowledge of our products and systems, with a curiosity to continually be improving current practices striving for World Class. We also expect this role to occasionally interact with our influencer / affiliate program.
Depending on the candidate, we would prefer to start on a part time basis for a month or two to make sure the role is a right fit. Should the trial period go well, we would extend a full time offer, but if the candidate preferers to stay on a part time basis, we are also open to it.
CX Scope:
? Customer facing communication through various channels including phone, live chat, and email.
? Responsible for owning the customer experience from initial order to processing returns and exchanges to assisting with product questions.
? Expert level knowledge of our products and systems.
? Cross departmental communication to teams in CX, Operations, and Brand to continue
to drive a world class customer experience.
? Documenting processes and logging technical issues, as well as customer feedback
including compliments and complaints.
Operations Scope:
? Manage website order flow, ensuring on time and correct fulfillment of orders.
? Work with our warehouses to monitor and fix any issues with fulfillment and inventory.
? Process and manage orders in Faire, an online wholesale channel for Hydrant.
? Process Hydrant sampling requests.
? Other tasks as needed to support the operations team.
Influencer / Affiliate program management:
? Coordinate outreach in waves to potential affiliate partners
? Coordinate shipping of introductory boxes to affiliates
? Track success of the program
You are treated as a team member here, not just an outsourced piece of the puzzle. You’ll join our company all hands calls and be in our Slack, interacting with our small team on a daily basis. PH holidays are off, and working hours are Mondays-Fridays 9am-5pm ET with the ability to coordinate some shift changes with your colleagues to cover different times and the weekends, but no more than 40 hours per week. As a small business, you will quickly become an important member of the team, and there will be ample opportunities to grow your skills and your career, as well as taking on more responsibilities over time.