We’re hiring!


Customer Care Warranty Specialist

Posted: May 23, 2019

A Cougar Customer Care Warranty Specialist is an expert in our products and is a frontline representative of the Cougar brand. This position is a direct support role and will act as a liaison to both Cougar Retail customers, Cougar product end users (consumers) and internal customers. The Warranty Specialist will process warranty claims, provide product information, proactively resolve problems, support the Customer Care Team and provide Defective/Returns Analysis to the Production Department on a regular basis.

The Customer Care Warranty Specialist reports to the Vice-President of Product Management.


The Major responsibilities include but are not limited to:

  • Dealing with both Cougar Retail customers and consumers by telephone, e-mail or other electronic communication
  • Acquiring and maintaining knowledge of past and current product line models
  • Responding promptly to all product and product warranty inquiries
  • Using Cougar’s Warranty policies as a guideline, providing Product and Warranty information, Return Authorization numbers and Return instructions, including making return freight arrangements when appropriate and necessary
  • Receiving and inspecting all worn defective footwear that is returned for inspection in a timely manner
  • Processing Credit Notes to Retail Customers for defective product when appropriate
  • Processing Warranty Replacement Product Orders as deemed appropriate
  • Coordinating Warranty service needs with other departments as required to assure service levels
  • Resolving all complaints concerning product or service failure
  • Keeping continuous and consistent records/logs and utilizing this data to provide monthly analysis of all defective pairs to the Production Department and/or the Cougar Management Team
  • When asked to participate, provide input to other internal departments regarding product and/or process improvements
  • Participating in training of new Warranty Specialists as required
  • Performing other job duties as required and assigned

Evaluation of the duties will be based on the following:

  • Ability to anticipate upcoming work and the ability to prioritize especially as this relates to all aspects of orders
  • Ability to independently follow-up and follow through on assignments to their satisfactory completion.
  • Routine and timely communication with Manager advising if daily workload expectations cannot be met
  • Ability to address customer issues and inquiries in a prompt, professional manner that builds a strong satisfied customer/consumer base and brand and company loyalty
  • Ability to build a strong rapport with the Customer Care Representatives, assist with their issues and inquiries and contribute to building a strong, motivated customer-focused team
  • Knowledge and competence in the use of computer programs utilized by the company
  • Polite and professional telephone manner


  • Strong desire to assist both Customers and Consumers with common sense, maturity, attentiveness, patience sincerity and professionalism
  • Strong active listening and call handling skills
  • Demonstrated passion for excellence with respect to treating and caring for all customers
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Can handle complaints and unpleasant customers with composure
  • Strong detail orientation
  • Possess a strong work ethic and team player mentality
  • Fluency in French a PLUS
  • Experience working in an ERP system; “Visual Next” ERP experience a PLUS
  • Minimum of three years contact center / consumer experience dealing with difficult customers
  • Excellent computer skills with Microsoft Office (Outlook, Word & Excel)
  • Ability to embrace changes for continuous improvements
  • Experience working with an online “incident” ticketing system is highly beneficial
  • Retail experience is an asset

Please note, this role is based at our head office located in Burlington, Ontario.

All interested candidates, please email your CV and cover letter directly to:

Thank you for your interest in Cougar Shoes, all applications will be reviewed and only those selected for an interview will be contacted.