Career Opportunities: Repair & Returns Coordinator (2183)
As a member of our returns team, you will be responsible for resolving our customer and end consumer product complaints across multi brands, with a strong focus on Endura. You will work closely with team members to ensure all product enquiries are handled efficiently and in line with Pentland Brands’ policies, providing appropriate resolutions in a timely manner.
You will be responsible for logging product fault reasons into Salesforce providing feedback learnings into NPD and driving continuous improvement across Pentland’s extensive product range. You will also be a key member of our Repairhaus team, delivering an end-to-end service, offering free repairs that keep faulty kit out of landfill and back out on the hills.
Key responsibilities:
* Provide an exceptional level of customer service both to our partners and end consumers.
* Act as the primary point of contact for all wholesale faulty returns.
* Inspect returned products believed to be faulty, from both wholesale and consumer returns.
* Determine if any claim made against our product is covered within the parameters of the relevant product guarantee, providing an explanation to either wholesale customers or to Consumer Customer Services on both ‘fault found’ and ‘no fault found’ decisions.
* Deliver an end-to-end Repairhaus service by coordinating customer repair requests with our 3rd party repair providers, as well as carrying out in-house repairs where necessary.
* Maintain the Returns Management System (Salesforce), ensuring that data is up to date, accurate, and reliable.
* Escalate any returns to the Team Lead & QA Technologist that may indicate a major quality issue/risk.
* Support the QA Technologist, when required, in conducting Quality Control activities & inspections across Pentland sites and off-site at 3rd parties.
* Provide accurate returns data to relevant internal & external parties when requested.
About you:
* Previous experience in a customer service, returns or quality control role, ideally within the retail or outdoor industry.
* Strong organisational skills with the ability to multi-task and prioritise workload effectively.
* Good understanding of the product returns process is desirable.
* Comfortable using Salesforce (or experience in other returns management systems) with the ability to manage data.
* Excellent communication skills, both written and verbal, with the ability to communicate both internally and externally.
* A proactive attitude with a focus on continuous improvement.
* A passion for sustainability.
The offer:
* Hybrid / smart working from Sunderland.
* Brand and retail perks.
* Financial, travel and time out perks.
Who we are:
We are Pentland Brands, a global business touching the lives of millions through some of the world’s most-loved active and footwear brands. We own Speedo, Berghaus, Canterbury of New Zealand, Endura, Mitre, Ellesse, SeaVees, KangaROOS and Red or Dead.
We have a rich and remarkable history, of family, ambition, and innovation, leading from the front with a legacy of outstanding brands and equally outstanding people. Of pioneering brands that make life better. Brands that create an emotional connection with our consumers and help keep people on the move. Brands that do good, forming part of a positive business that takes action for people and planet.
We celebrate differences and give everyone the freedom to innovate and develop because we know this is an exceptional place to build brands and build your career. We want you to come to work every day excited about what we can achieve when we have a clear and single-minded focus on being consumer-centric and relentlessly focused on improving our performance.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, or disability.
To find out more go to www.pentlandbrands.com or follow @pentlandbrands on Twitter, LinkedIn, Instagram, or Facebook.
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