The Position: Custom Program Specialist

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

A dvocates: We are a customer-focused company. We think about the challenges our customers face and make them our top priority.

T eam 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.

H onest: 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.

L ong-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.

E ntrepreneurs & 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.

T olerant & 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.

E co-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.

Custom Program Specialist Mission:

The Custom Program Specialist is responsible for managing the end-to-end custom ordering process while delivering exceptional customer service. The custom program includes custom printing at both our in-house facility in Colorado and factory direct production overseas. The representative will assist customers with product selection, artwork specification, apply graphics to templates, coordinate approvals, and then deliver the project to the Production Teams. This role provides exceptional customer service and proactively seeks resolution for any and all potential issues or delays. This role serves as the primary point of contact for new and existing customers, ensuring seamless communication and coordination between internal teams, including sales, production, logistics, and finance.

Primary and Additional Tasks and Responsibilities:

• Serve as the primary point of contact for the Custom Program, guiding customers through the end-to-end ordering process, including product selection, artwork approvals, pricing, and production timelines via phone and email.
• Prepare and apply customer artwork to pre-built templates in Adobe Illustrator, generating production-ready proofs for customer approval and submission to the Production Team.
• Collaborate cross-functionally with Sales, Production, Finance, and Fulfillment teams to ensure accurate order entry, smooth workflow coordination, and on-time delivery.
• Accurately enter orders into the ERP system, calculate shipping costs, and process customer payments in a timely manner.
• Manage and organize all shipping documentation, including packing lists, commercial invoices, bills of lading (BOLs), and customs forms to ensure compliant and timely domestic and international shipments.
• Conduct proactive customer outreach to follow up on pending orders and re-engage past customers to drive repeat business.
• Monitor order progress from submission through production and shipment, proactively communicating status updates, changes, or potential delays to customers.
• Maintain accurate and detailed records of customer interactions, sales activities, and order data within CRM systems and Smartsheets.
• Actively participate in team meetings, daily/weekly huddles, and one-on-one check-ins to stay aligned on departmental priorities, company initiatives, and best practices.
• Support ad-hoc shipments and other special projects as assigned for the CX team.

Education & Training

• Bachelor’s degree completed or in progress, or equivalent experience in lieu of degree preferred

Experience

• Minimum two years of customer service experience required; outdoor industry experience desired

Skills

• Experience with Adobe Illustrator and working knowledge of Design file formats is required
• Knowledge of (Acumatica) ERP, Shopify, SPS, shipping platforms or ZenDesk CRM a plus.
• Must be comfortable and professional when communicating with consumers via email or phone.
• 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 is a non-exempt, fulltime position. This is an in-person position, based in our Longmont, CO office. The typical work hours for this job are between 8am-4pm, Monday through Friday. Pay range for this position is $24.00-$30.00 per hour 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 starting the first of the month following a 30-day waiting period, and a 401(k) plan with company match after 90 days.