The Company:

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

A certified B Corporation, the company is recognised internationally for its commitment to product quality and environmental activism – and now our one and only shareholder is our home planet with 100% of profits going to fight the environmental crisis.

Founded by Yvon Chouinard in 1973, Patagonia is based in Ventura, California with offices around the world including in Torquay, Australia. 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 and provide the best service; examine our practices openly and honestly; protect our home planet; be just, equitable and antiracist; do it our way.

We look for candidates with proven experience who thrive in a team-based atmosphere, individuals who are passionate about their communities, the environment and caring for others. We seek core Patagonia product users, people who love to spend as much time as possible in the mountains, ocean, and wild nature. 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 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:

Primary Purpose

Our Customer Service Team is where the brand comes to life, and as the Customer Service 2IC, you’re the embodiment of the brand for our customers and our team. Based out of our Torquay, Victoria HQ, you will engage with our customers via phone, email, and online chat, providing a positive experience for everyone who reaches out – ensuring that the customers’ needs are understood and met.
You will focus on building relationships and act as a role model to our team. You share your knowledge of core sports and products, your passion for the community and your efforts to protect the local environment. You ensure that our customer service experience is consistent, warm, aligned with Patagonia’s core values and best-in-class. You act as an ambassador for Patagonia in your role and have goals to expand your leadership.

Reporting to the Customer Service Manager, this role is responsible for facilitating and supporting all customer service functions of Patagonia in Australia and New Zealand. The Customer Service 2IC also works closely with the Operations Manager and the Sales Team to deliver intimate, accurate and memorable service to our Wholesale accounts. You will be encouraged and empowered to creatively solve problems and put the customers’ needs at the centre of everything you do.

We are on the lookout for a seasoned Customer Service person who has worked in a similar role for a minimum of 2-4 years, with proven success as a 2IC or Manager. This person must love the fast pace, enjoy multitasking, and thrive on finding innovative solutions to customer enquiries.

Essential Job Functions:

Direct Customer Service

• Monitor email / online chat / phone calls, responding appropriately to all general customer inquiries, and finding innovative solutions to their needs.
• Manage escalation points from other team members, finding solutions to difficult scenarios.
• Maintain knowledge of the Patagonia season product range so that you can provide knowledgeable responses to our customers questions.
• In the absence of the Customer Service Manager, the 2IC will be responsible for the morning meetings, task delegation & completion check in throughout the day.
• Ensure brand standards for customer service are met and adhered to by all staff.
• Deliver great customer outcomes when confronted with customer challenges and issues.
• Develop customer service staff to ensure consistent and exceptional touch points and interactions.
• Ensure all CRM and sales related systems and processes are maintained and utilised.
• Lead region best practice for customer service, always seeking to continuously improve and innovate to differentiate Patagonia from our competitors.

Wholesale Allocation

• Manage wholesale order entry for all accounts, including both indent and fill types.
• Ensure all stock allocation processes are complete in line with stock receipts and order deadlines and direction from the Sales Operations Manager.
• Ensure customer priority is up to date and utilised during allocation process.
• Manage on hold customers during order allocation process, working with stakeholders to maximise fulfilment.

Logistics

• Communicate with the 3PL supplier to provide feedback and improve the order management and order fulfilment process.
• Follow up any discrepancies on short shipments, errors and delivery issues with suppliers.
• Work closely with Sales Operations Manager to ensure 3PL and freight budgets are being met.

Warranty Returns & Repairs

• Coordinate the returns process in a timely and accurate manner.
• Provide support to retail staff and worn wear repair staff for all repair and warranty requirements.
• Coordinate all 3rd party repair suppliers, ensuring prompt follow up and costs monitoring.
• Work with the Environmental & Social Initiatives Manager to ensure all written off stock is disposed of responsibly.

Essential Qualities

• Illustrate effective time management.
• Ability to prioritise tasks according to business needs.
• Clear and concise communication both with customers and internal staff.
• High level conflict resolution ability.
• Ability to resolve any conflict and satisfy customers.
• Ability to work within a small team environment and at times autonomously.
• High level of knowledge about the brand philosophy and values.
• Effective organisational skills.
• High-level problem-solving skills.
• Highly skilled with Microsoft office software, including high level proficiency with excel.
• Excellent interpersonal skills and ability to work successfully with a variety of people.
• Must be able to sit 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

Patagonia is an equal opportunity employer. Patagonia recruits, employs, trains, compensates, and promotes without regard to race, religion, colour, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, or individuals with a disability. Patagonia is proud of our diverse workforce and encourages applications from diverse cultural backgrounds.

Like our planet, our company is an interconnected network of ecosystems dependent on each other. Patagonia is a global community with members that seek to respect, uplift and celebrate all the qualities that make each of us unique – members that look to champion justice, equity and inclusion across our company and beyond.

Accessibility Support

Patagonia is committed to ensuring that our hiring process is accessible for talent with disabilities. If you require assistance and or accommodation in the search and or application process, please contact us at [email protected], using the subject line: Customer Service 2IC - Torquay enquiry via EthicalJobs, with your full name, best way to reach you, and the accommodation needed to assist you with the application process.

Benefits:

Patagonia provides employees with competitive benefits package (unique to each role) that may include environmental internships, employee discounts, generous clothing allowance, activism hours, nine-day work fortnight, equal paternity leave, matching of charity donations and much more.

To learn more about who we are visit our website at patagonia.com.au.

Please include a cover letter in your application telling us about your passion for your communities, the environment and caring for others. We'd also love to know how you spend your time in the outdoors!

Applicants must have full and ongoing working rights within Australia. The position is full-time, 76 hours per fortnight within a nine-day schedule. Regular travel including overnight stays is required.