AddressPatagonia 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 Doon Marng Warree (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:
To repair is a radical act! But sadly, a consumerist culture encourages a system where a high percentage of perfectly functional clothing ends up in landfill or is incinerated. A measure of control for the health of our planet is to keep these items in use for longer to reduce our overall consumption. That means buying less and repairing more.
The Worn Wear Hub Repair Technician based out of our Tumbalong (Sydney) Store is responsible for creating an experiential and educational-driven interaction for customers, who require repairs or assessment of their broken-down Patagonia gear. They are responsible for bringing this gear back to life through creative means - assessing, educating and advising on repairs, as well as having the technical ability to complete repairs on apparel and bags to exacting standards for the customer’s needs.
Responsibilities:
Customer Service
- Ensure that all customers are welcomed into the space promptly and courteously as they approach the repair area.
- Be creative and thoughtful in how we guide customers through the repair process and utilise the worn-wear hub as a space for education.
- Determine the specific needs of each repair customer and provide appropriate advice and service.
- Handle product repairs and returns in a way that demonstrates the spirit of our “Ironclad Guarantee”.
- Maintain an environment that is positive, solution-focused, optimistic, and cheerful at all times.
- Understand the Patagonia Worn Wear philosophy and use this philosophy in all customer interaction.
- Attend to all phone and email enquiries applying the above standards.
- Maintain a feedback loop to Retail Operations Manager, Store Manager, Assistant Store Manager, to pass on important feedback from customers, staff and other vendors.
- Contact customers about the status of their repair by phone or email in a clear and polite manner.
- Perform Ironclad assessments of repairs and make decisions regarding where and how to best repair each item.
- Evaluate each garment carefully to determine the nature of repair and communicate this with the customer.
- Assess repairs for rejection where the damage is too extensive to repair.
- Arrange necessary repairs and/or replacement or refunds for customers through Store Management or HQ Customer Service.
- Interpret design intent and offer alternative solutions and willingness to find creative solutions to problems.
- Receipt incoming repairs into inventory.
- Prepare items that require offsite repairs and post out in a timely manner.
- Perform high-quality in-house repairs using industrial sewing equipment and overlocker machines.
- Utilise a Kam press to apply buttons, snaps and clasps.
- Be creative and inspiring in imagining and performing repairs on garments.
- Clean and maintain sewing machines and other equipment including booking regular service of sewing machines.
- Exercise sound judgement and follow all safety guidelines at all times.
- Stocktake and inventory management of required stock for repairs.
- collaborating with all retail staff members on repair systems and procedures and on the spot repairs
- Uphold strong professional relationships with third party repair companies in line with Patagonia’s core values.
- Understand and follow the Patagonia environmental principles and the Worn Wear mission.
- Educate yourself on corporate environmental campaigns so that you can educate the customer on these issues.
- Support the manager and assistant manager with Patagonia’s environmental Grants program.
- Get actively involved within the community on appropriate issues.
- High level sewing skills and a knowledge of design intent and manufacturing processes involved in outdoor technical products.
- High level of knowledge about the brand philosophy and values.
- Thrive in an environment with a high level of autonomy, working with little or no supervision.
- Strong attention to detail and excellent organisation skills.
- You can adapt and work in a fast-paced work environment with numerous interruptions throughout the day.
- Willingness to perform store maintenance items: sweep, vacuum, empty trash, clean.
- Focused and passionate about health and safety around equipment.
- Participation and understanding of the sports that the company produces products for.
- A willingness to learn and evolve.
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 *************@patagonia.com.au 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, matching of charity donations and much more.
To learn more about who we are visit www.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 part-time, 5 days per week wihich may include a day on the weekend, approximately 50 hours per fortnight.
