Restoration and Materials Specialist

Exemplis • San Francisco, CA

1d • $23 - $33

About The Position

Timbuk2 is seeking a versatile and detail-oriented individual to fill the role of Restoration & Materials Specialist. In this position you will be responsible for expertly evaluating damaged bags, backpacks and luggage rollers for repair. Enhancing interactions with the brand by ensuring prompt resolutions to repair inquiries and advising customers on processes and warranty guidelines. The Restoration & Material Specialist will also keep immaculate records of repairs, orders received/shipped and warehouse inventory levels.

Requirements

• High School diploma or equivalent
• 1+ years repairing bags and/or luggage
• 1+ years in CX contact center experience
• 2+ years Inventory Management and/or production coordination

Nice To Haves

• Bachelor’s Degree
• Proficiency in CRM tools, Google Docs, Microsoft Office including AX

Responsibilities

• Provide exceptional email and chat support to customers, exceeding expectations by addressing questions about repair order status, parts, pricing, custom order options and changes
• Thoroughly inspect and assess messenger bags, backpacks, luggage rollers, fanny packs, totes, sling bags for normal wear and tear, accidental damages, cosmetic issues and manufacturing defects to expertly advise customers on the best course of action for their product, considering repair options and potential upgrades
• Work closely with the lead repair sewer, assisting with preliminary deconstruction of customer bags and conducting small part repairs  within warranty guidelines
• Conduct thorough quality checks before returning items to customers, ensuring that repaired bags meet high quality standards, both aesthetically and functionally. Maintain detailed records of repairs, including customer information, repair processes, and materials used
• Generate reports on common repair issues and trends. Collaborate with the design and production teams to provide insights for product improvements
• Record daily delivery data accurately and maintain comprehensive records of deliveries and outgoing packages
• Manage inventory using FIFO consumption system, conduct cycle counts and audits identifying discrepancies and performing adjustments to ensure accurate inventory tracking
• Investigate build of material (BOM) issues to ensure production accuracy and resolve discrepancies.
• Further our zero-waste initiatives by managing recycling program; partnering with non-profits to find homes for gently-used products
• Stay informed about industry trends, materials, and repair techniques
• Ad hoc projects and tasks as assigned

Benefits

• Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.
• Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.
• 401(k): We match 100% up to 3% and then 50% of the next 2% deferred.
• Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
• Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
• Employee Discounts: We offer our employees discounts across all of our product lines.
• Hit our Numbers Lunch: When we hit our monthly milestones, we all celebrate!
• Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED