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Mountain Hardwear Warranty Service Rep

Posted on Jan 24, 2019 by Columbia Sportswear

Richmond, CA 94801
Leisure & Sport
Immediate Start
Annual Salary
Under general supervision contributes to the smooth and efficient flow of products sent in for repair. In addition, maintains a high level of customer service by responding to requests and inquires with accurate information in a courteous, efficient, and timely manner. In this position you will have exposure to our US Dealers and Consumers.


  • Receive, evaluate, and submit damaged or defective items for repair, replacement, or credit
  • Good communication skills; daily usage of phones is required to communicate with consumers about questions, warranty request, and phone sales of replacement parts
  • Manage the receipt and processing of all items returned for warranty related issues
  • Moderate data entry of return authorizations and product returns into the computer system
  • Ability to learn different processes to handle multiple situations that may arise with the assistance of the team lead
  • Daily packing and shipping of repaired goods back to dealers/consumers
  • Organize and update repair materials stock
  • Act as an advocate for External and Internal consumers within the MHW Warranty department and strive to fulfill the needs of the consumer while maintaining the integrity of company policy
  • Act as a member of the Warranty Service team by maintaining a high professional standard in individual behavior for the demonstration of respect, courtesy, and professionalism to others


  • High School diploma or equivalent required
  • Minimum of 1 year relevant experience in a business environment, preferably in a customer service, warranty or a related field
  • Outdoor Industry experience highly preferred
  • Possess and be able to apply thorough knowledge of effective customer service techniques and strategies
  • Ability to prioritize tasks and respond to urgent request/inquiries with some supervisory involvement
  • Job may require hours that sometimes exceed 8 hours per day and/or 40 hours per week to complete priority projects, or during peak activity periods

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age

Reference: 625260371