The Company:

Patagonia is an outdoor apparel business like no other, "We’re in business to save our home planet."

Staying true to our core values during 40+ years in business has helped us create a company we're proud to work for. Our values stay true to a business that was started by a band of climbers and surfers, and the minimalist style they promoted. The approach we take demonstrates a bias for simplicity and utility; build the best product, cause no unnecessary harm, use business to protect nature, not bound by convention.

Our Ironclad Guarantee is a core part of our values, and we are looking for candidates with proven customer service, returns and warranty processing experience whom will thrive on delivering the most unique returns / exchange / repair experience to our customers. We’re seeking people who are passionate about their communities, the environment and caring for others. We need people who participate in and appreciate our core sports. Folks who deal well with ambiguity, learn on the fly, demonstrate sound judgment and solve problems creatively are most successful with us. We’re looking for someone who builds and maintains relationships with ease and desires to put the customer experience at the centre of everything they do. We don’t want someone who can just do a job – we want the best person for the job. Yet we don’t look for “stars” seeking special treatment and perks. Our best efforts are collaborative, and Patagonia culture rewards the ensemble player while it barely tolerates those who need the limelight.

The Role

Reporting to the Returns and Repairs Lead, with a dotted line to the Store Manager - the primary purpose of the Returns and Repairs Coordinator is to process and facilitate the inbound warranty and repair returns process. Working closely with our customer service representatives and Patagonia retail stores, this role will be the central point for processing all repairs, exchanges, and returns through the customer service function. Based out of our Fitzroy Outlet Store, this role will also work closely with the store’s team supporting them on the shop floor as required.

Job Functions

• Own, lead and process all inbound returns and repairs claims from across the business delivering the most epic customer experience possible.
• Process and resolve all incoming deliveries, field phone calls, email, and online chat relevant to returns and repairs.
• Assess returned items of clothing, wetsuits, and gear determining the most appropriate repair or replacement.
• Provide epic customer service follow up to all incoming matters.
• Be a unique contributor to the customer experience in the same way our Ironclad Guarantee is unique in its offer.
• Manage and process repairs.
• Manage and process returns.
• Manage and process exchanges.
• Manage and process stock transfers to our 3PL.
• Escalate issues as soon as they are identified so that the customer service experience does not wavier at any point.
• Storeroom management - control all inventory items in and outbound of the storeroom. Work with others to keep inventory to a minimum, and tidy.
• Process credits where applicable.
• Update and manage online tracker tools and tickets.
• Support our Outlet Store Team with Customer Service on the shop floor as requested.

Essential Qualities

• Illustrate effective time management, together with impeccable attention to detail.
• Ability to prioritise tasks according to business needs and philosophy.
• Clear and concise communication both with customers and internal staff.
• Ability to resolve any conflict and satisfy customers.
• Ability to work within a small team environment and at times autonomously.
• Understand the Patagonia Worn Wear philosophy and use this philosophy in all customer interaction.
• Effective organisational skills.
• High-level problem-solving skills.
• Skilled with Microsoft office 365 package.
• Experience with Cin7 and Shopify software advantages.
• Excellent interpersonal skills and ability to work successfully with a variety of people.
• Must be able to sit for extended periods of time.
• Must be able to stand for extended periods of time.
• Ability to look at a computer screen for extended periods of time.
• Ability to maintain a composed and professional manner within a flexible and (at times) noisy work environment.
• Participation and understanding of the sports that the Company produces products for.

Equal Employment Opportunity

All qualified applicants will receive equal consideration without attention to race, colour, religion, sex, sexual orientation, gender identity, or disability. Patagonia is proud of our diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people and people from different cultural backgrounds.

Benefits:

Patagonia provides employees with competitive benefits package (unique to each role) that may include environmental internships, employee discounts, generous clothing allowance, matching of charity donations and much more.

*Please include a cover letter in your application. Applicants must have full and ongoing working rights within Australia.