Customer and Dealer Stoke Specialist

GRAYL is small, fast-growing, mighty team committed to building and distributing the best water purifiers for the most interesting people in the world:  adventure travelers, outdoor badasses and zombie apocalypse survivors.

GRAYL is seeking a team player to provide exceptional support to our amazing customers and our highly-valued US retail dealers. This position will work alongside the Customer Support lead and our Co-founder, who leads the US Retail business.

What We Offer:

Flexible work schedule in a casual environment. Competitive base salary, medical/dental, cell phone and public transit stipends, flexible hours, discounts on outdoor and travel gear, stock options and yearly bonus after one complete year of employment, our ‘Employee Go’ program which funds international adventure travel for every member of the team, each year. 

About the job: 

Our customer and dealer support team member is responsible for spreading stoke, answering questions and 

Responsibilities:

• Energetically engage and inform GRAYL customers. Solve problems with our CS mantra in mind: ‘Make it right.’ Spread the stoke and instill trust, love and adventure.

• Using digital tools -- including Zendesk, Quickboks, Cin7, email, phone, webchat, etc -- to positively resolve customer issues with lightning quick response time.

• Help customers understand GRAYL’s technical specs, competitors and use-cases and work with them to complete their orders online and offline. Manage many competing priorities and tasks while maintaining a singular focus on customer satisfaction.

• Coordinate timely order fulfillment with 3PL fulfillment center, process and track returns, hand-build packages for influencers, store samples and tradeshows.

• Work with new and existing US retail accounts to: assess needs, close sales, accurately enter orders, accurately follow routing guide, ensure prompt delivery, solve problems, collect payments.

• Post-sale service: provide staff training, encourage restocking orders.

• Develop excellent relationships with buyers, managers and floor staff and sales reps. Provide technical assistance, training and problem solving to these key partners.

• Police online sites for off-price and 3rd party violations. New dealer account setup, forms, credit apps and profiles.

• Maintain customer databases, prepare and distribute reports, make pretty graphs.

• Travel to field marketing, trade shows, store visits, etc.

• Be willing to work off hours. GRAYL will be open for its digital business earlier and later than traditional business hours and flexible weekend work required.

Ideal Qualifications:

• A genuine people person, strong leader and team player every day. Excellent, energetic communicator and motivator of people and stakeholders.

• 3-5+ years of related customer and/or dealer service experience. Experience in the outdoor industry, adventure travel, emergency preparation, or other related fields is preferred

• Understanding and/or ability to rapidly master of Office Suite and Google Suite, Quickbooks and Cin7.

• Organized and strong ability to multitask, plan and stay calm under pressure and thrive in a fast-paced environment

• Highly developed organizational skills and great attention to detail, creative problem-solving skills, strong work ethic and impeccable ethics.

• Oversee multiple concurrent and ongoing projects. Understand and communicate project details, guidelines, and deadlines. Anticipate and troubleshoot limitations and constraints and craft solutions to overcome obstacles.

• Be awesome to work with: Maintain positive working relationships with especially fulfillment center workers. Volunteer for grunt work, wash your dishes, be awesome.

About GRAYL

Seattle-based GRAYL® makes innovative water purifiers for international travelers and outdoor explorers so their adventures can be safe self-reliant and awe inspiring. Since 2016 GRAYL purifiers have hydrated more than a million adventures. GRAYL believes the greatest moments of life occur when one travels beyond their comfort zone takes risks builds connections with    different cultures and returns a global citizen. GRAYL is distributed world-wide and is a member of 1% for the Planet® contributing a portion of every sale to non-profit organizations that protect and preserve the natural environment.

How to apply:

Send resume and cover letter to andrewweber@grayl.com

Include in your subject line: Customer and Dealer Stoke Specialist with your name.

www.GRAYL.com