We are looking for a B2C Customer Service & Repair Coordinator to join Lundhags.

At Lundhags, we have been making products for outdoor life since 1932, when shoemaker Jonas Lundhag began making boots in Jämtland with the ambition that they should last a lifetime. Durability, repairability and deep product knowledge remain central to who we are today.

In this role, you will be one of the closest links between Lundhags and the people who use our products. You will help customers find the right solution before and after purchase, guide them on products and care, and take ownership of repair, warranty and other after-sales cases from first contact through resolution.

Just as importantly, you will help us learn from our customers. By identifying recurring questions, product issues and friction points, you will work with teams across Lundhags to continuously improve our products, information and overall consumer experience.

You will be the primary point of contact for Lundhags B2C customers across our customer-service channels and take ownership of cases from initial contact through resolution.

Your responsibilities will include:

• Helping customers with products, sizing, care, availability, orders, deliveries, returns and product use.

• Owning customer communication throughout repair, warranty and claims cases.

• Responding to comments and messages on Social Media related to customer questions.

• Working closely with our repair workshop in Järpen to coordinate assessments, timelines and repairs.

• Building deep knowledge of Lundhags footwear, apparel, packs and equipment so that you can provide informed and practical product guidance.

• Working with Product and Sourcing to solve more complex technical and quality questions.

• Capturing recurring consumer feedback and sharing relevant insights with Product, Sourcing, Marketing, eCommerce, Logistics and other teams.

• Helping improve FAQs, care guidance, repair information, warranty information and other self-service content.

• Developing clearer and more efficient customer-service, repair and escalation processes as our business evolves.

• Following service levels and recurring case themes to identify where we can improve the customer experience.

• Working closely with BRAV Customer Service to ensure good backup and support during holidays, peak periods and absence.
  

The role combines day-to-day customer contact with coordination and continuous improvement. You should enjoy resolving the individual customer case, while also asking what we can learn from it and improve for the next customer.

You are genuinely motivated by helping people and have a calm, practical and solution-oriented approach. You take ownership, follow through and are comfortable coordinating across different teams to get to the right answer.

We believe you have:

• At least two years of experience in customer service, consumer experience, after-sales, retail, eCommerce or a related role.

• Strong written and spoken Swedish and English.

• A structured and detail-oriented way of working, with strong follow-through.

• Experience with digital customer-service tools, ticketing systems, eCommerce platforms or order-management processes.

• The ability to communicate clearly and professionally, including when customer situations are complex or sensitive.

• A strong interest in products and the curiosity to build deep product knowledge.

• An ability to work independently while collaborating closely across functions and locations.

Experience from outdoor, sporting goods, apparel or footwear is an advantage, as is experience with warranty, claims, repair or product-quality cases. Experience with Dynamics 365, Shopify, CRM/customer-service systems or similar platforms is also beneficial.

Most importantly, we are looking for someone who enjoys taking responsibility, getting into the details and finding good solutions for both the customer and the business.

For more than 90 years, Lundhags has developed products designed for a long life outdoors. Repair has been part of our philosophy since the beginning: when a good product can be repaired rather than replaced, it can continue its journey for many more years.

This role sits right at the heart of that philosophy. You will have the opportunity to influence not only how we support our customers today, but also how we develop the Lundhags consumer experience for the future.

You will work closely with colleagues across Product, Sourcing, Marketing, eCommerce, Logistics and our repair operation in Järpen, in an environment where initiative, collaboration and a hands-on approach are valued.

Location: Stockholm, with collaboration with and regular travel to our team and repair workshop in Järpen
Reports to: Head of Marketing, Lundhags

We encourage people of all backgrounds, experiences and perspectives to apply. If the role sounds exciting and you believe you could contribute to Lundhags, we would like to hear from you.

Interested? Apply through our career site. We review applications on an ongoing basis.