Warranty Operations Coordinator - Toronto, Canada - Canada Goose Inc.

Canada Goose Inc.

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

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:

What You'll Do:

Inspect and analyze all jackets/accessories/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
Perform fabric color matching to ensure fabric shades are a close match to original garments and manage the different dye lots and rolls of fabrics and fabric swatch library and communicate any significant variations in shading to QA RM/Development team for bulk feedback
Monitor fabric inventory use and projections and work closely with the replenishment team to order as needed
Manage all trims and spare parts inventory and maintain the trims library and work closely with replenishment team to order as needed
Order discontinued/obsolete raw materials and parts directly from suppliers and vendors
Work closely with the RM Development team to provide feedback on heritage trims and provide support for new developments and order and maintain inventory for future Warranty cases
Coordinate and maintain premade spare parts inventory to ensure seamless and efficient operations
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 to Production on repairs that do not meet quality standards and provide continuous training/uptraining on repairs
Support the preparation of Product Insights Report from data to samples
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 with Warranty and spare parts
Support retail team 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
Perform other duties as requested