Job 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. Our purpose-based platform and philosophy that humans are a part of nature and nature is a part of us informs everything we do. From the materials we use to the products we make, everything is meticulously crafted and built to last. At Canada Goose we endure any condition, observe every detail, and take the long view in order to keep the planet cold and the people on it warm.

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



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.

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 high-quality 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 pre-made 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 in-house
• 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

Qualifications

Let\'s Talk About You:

• Degree in Fashion/Textile manufacturing required
• 2 - 4 years\' experience in Manufacturing/Quality Assurance field
• Familiarity with pattern making, cutting, sewing and garment construction
• 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 multi-task and work in a fast-paced environment to ensure SLA is maintained
• Goal-oriented and self-motivated individual with ability to work under pressure independently or in team environment
• Proficient in Salesforce is an asset

Additional Information

What\'s in it For You?

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at

Canada Goose