After Sales Operative

After Sales Operative

The Mountain Boot Co Ltd is a market leading distributor of premium outdoor and climbing brands including Scarpa, Grivel and Sea to Summit. We are seeking to appoint an After Sales Operative to join a  busy and vital department.
Established in 1995 -The company has built an enviable reputation for best-in-class customer service and after sales, for both its retailers and end consumers. This position is pivotal in maintaining standards and reputation. We are looking for an individual who can pro-actively take the department to a new level of efficiency and customer experience, alongside a drive on repair and sustainability in line with our green manifesto policy.

Working from our Newcastle Headquarters the responsibilities of the role will include

  • Inspection and testing of warranty claims across the brand portfolio
  • Providing feedback on warranty claims with retailers and end consumers by phone and email.
  • Negotiation of resolutions to issues outside of standard warranty claims
  • Organisation of repairs and re-soles in line with our green policy
  • Accurate recording and reporting of returns in internal databases
  • Processing returns through the ERP system
  • Analysis and reporting of warranty claims to the management team and suppliers

Successful candidates will demonstrate

  • A passion for the outdoors and for outdoor equipment
  • Experience in the outdoor industry or customer service sector
  • Ability to work alone and as part of a team
  • A proven track record in delivering excellent customer service
  • Strong organisational skills
  • Excellent written and verbal communication skills
  • Competence in the use of Microsoft Office software including Excel and Outlook is preferred
  • Ability to maintain a calm and professional approach under pressure

The business is offering an attractive salary (linked to experience), supported with a generous package of benefits including

  • Optional company pension scheme
  • Optional private medical cover
  • Death in service benefit
  • Annual staff purchase allowance and additional staff purchase facilities
  • FOC access to selected local climbing walls
  • Holiday allocation of 22 days (plus statutory) rising to 27 with each year of service

Please note that this role will require candidates to spend a significant amount of time on your feet and a high degree of manual handling.

Applicants should submit their CV and a cover letter to

Stephen Barker-Customer Service Manager