Company: Tin Shack Ltd. – Distributor of Blundstone & Glerups brands of footwear
Location: Collingwood, Ontario
Tin Shack is looking for a Customer Experience Specialist to work full-time in their Collingwood office(s).
Tin Shack, founded in 1993, is a respected and successful Canadian importer of Blundstone and Glerups footwear brands. The Company distributes the brands through retailers in every province and territory.
About the role.
The Warranty Support role will work with the Tin Shack team and is responsible for management of all our consumer claims and communications.
Reporting to the Warranty Manager, this individual must have strong written and verbal communication skills and be able to represent Tin Shack and the brands professionally and enthusiastically.
Your responsibilities include:
· Review and assess customer warranty claims for boots.
· Verify proof of purchase and warranty eligibility
· Determine whether defects are covered under warranty policies
· Approve, deny, or escalate claims based on findings
· Inspect returned boots for manufacturing defects (e.g., stitching failure, sole separation, material flaws)
· Differentiate between defects and normal wear-and-tear or misuse
· Document inspection results with notes in the appropriate platform
· Communicate with customers regarding claim status and decisions
· Explain warranty policies, coverage, and outcomes clearly and professionally
· Handle inquiries, complaints, and escalations with strong customer experience skills
· Coordinate product replacements, repairs, or spare parts
· Ensure timely resolution to maintain customer satisfaction
· Maintain accurate records of warranty claims and resolutions
· Update internal systems with claim details and outcomes
· Collaborate with customer experience and online teams on escalation
· Follow company warranty guidelines and procedures
· Ensure decisions are consistent with brand standards
· Stay up to date on changes to warranty policies and product lines
Qualifications:
· 2+ years experience in customer service or retail experience
· Outstanding written and verbal communication skills
· Intermediate computer skills required, SAP systems experience an asset
· Proactive personality and self-motivator
· Demonstrates initiative with the ability to multi-task
· Detail oriented in a fast-paced environment.
· Team player able to develop great relations with co-workers
· Post-Secondary Education Preferred
Job Types: Full-time, Fixed term contract
Contract length: 9-11 months
Pay: From $21.00 per hour
Additional pay:
Benefits:
- Casual dress
- Company events
- On-site parking
- Paid time off
- Store discount
Schedule:
- Full-time
- Monday through Saturday availability required
Experience:
- Customer service: 2 years (preferred)
Job Types: Full-time, Fixed term contract
Contract length: 9-11 months
Pay: From $21.00 per hour
Benefits:
- Casual dress
- Company events
- On-site parking
- Paid time off
Experience:
- Customer service: 2 years (preferred)
Work Location: In person
