Warranty Operations Coordinator

2 weeks ago

Toronto, Ontario, Canada Canada Goose Inc. Full time
Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story.

At the heart of it is our promise to inspire and enable all people to thrive in the world outside.

To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger.

One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm.

We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.


Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.


Job Description:

The Warranty Operations Coordinator will support all customer-initiated Warranty return cases.

The coordinator will inspect all incoming cases and facilitate Warranty resolution of all customer-initiated quality issues and support in the logistics function.

This position will work in close collaboration with many departments within the Canada Goose organization - but not limited to Production, Operations, Product Team, Customer Experience and Quality Assurance to ensure all cases are executed and resolved in a timely manner.

As the first point of contact for all product and quality related issues, the Warranty Operations Coordinator will champion for quick customer resolution but also champion for product quality and continuous improvement.


Qualifications:

Key Responsibilities:

  • Receive all inbound shipments for Warranty
  • Unpack Warranty shipments and ensure all inbound shipments are accurately received and updated into the Warranty platform
  • Inspect and analyze all products submitted through the Warranty program and determine whether they are authentic and fall under the warranty domain
  • Determine best solution for repairs and process each case accordingly
  • Working closely with the Production sewing operators, ensure all repairs promised to customers are fully executed and within CG's highquality standards
  • Update warranty case status through each step on the Warranty portal
  • Pull daily operational reports and ensure every step within the Warranty pipeline is seamlessly executed
  • Manage all trims, fabrics and spare parts inventory and work closely with replenishment team to order as needed
  • Liaise with marker making department for all necessary pattern pieces needed for repairs
  • Prepare and liaise with cutting room department when repair requires cutting of panels or bulk
  • Liaise and coordinate with external contractors for repairs not performed inhouse
  • Ensure all cases are dealt within the SLA and monitor and provide support for any cases that require special attention
  • Work closely with the Customer Experience team to provide regular updates on status of cases
  • Support the CE Ops team with any escalated cases and monitor throughout the process
  • Perform quality assurance tests after repairs are completed and communicate/provide feedback for continuous training/uptraining on repairs
  • Provide regular feedback to various departments regarding common repairs and manufacturing defects, product discrepancies, defective raw materials for continuous improvement
  • Work in collaboration with and support our global Warranty & Customer Experience team
  • Support global distributors and retail teams with Warranty and spare parts
  • Support call center inquiries related to repairs, product knowledge, quality standards and product test methods
  • Support to ensure all departmental documentations are maintained and up to date
  • Ensure all outbound shipments are prepared, packed and ready for shipment
  • Perform other duties as requested

Experience, Education and Designations:

  • Degree in Fashion/Textile manufacturing required
  • Familiarity with pattern making, cutting, sewing and garment construction
  • Able to lift 50 lbs
  • Must be able to work standing for extended periods of time
years experience in Manufacturing/Quality Assurance field an asset

Knowledge, Skills and Attributes:

  • Proficiency in MS Office
  • Excellent written and verbal skills
  • Excellent interpersonal and communication skills
  • Experience in a manufacturing and/or garment industry
  • Strong knowledge of garment construction and patternmaking
  • Demonstrated analytical skills and attention to detail
  • Strong organizational skills and ability to multitask and work in a fastpaced environment to ensure SLA is maintained
  • Goaloriented and selfmotivated individual with ability to work under pressure independently or in team environment
  • Proficient in Salesforce is an asset

Working Conditions:

  • Manufacturing/warehouse environment
Additional Information

We believe in the power of inclusion and that our best work happens when people bring their authentic selves to work and are welcomed for

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