Salary: $60,000.00 To $60,000.00 Annually
We are currently looking for a Client Services Specialist to join our Oakville team. This is a full-time, permanent opportunity that will be responsible for managing, investigating, and analyzing both external customer claims and internal production related claims. This role plays a critical part in ensuring accountability, continuous improvement, and cross-departmental alignment by establishing a clear factual record of errors, identifying root causes, and driving corrective and preventative actions. Reporting to our Senior VP Sales, this position will act as a central point of coordination between customer service, production, logistics, and quality teams.
Responsibilities
- Receive, document, and investigate external customer claims related to vinyl quality, print issues, shipping damage, and order processing errors
- Receive, investigate, and document internal claims related to production quality, workflow failures, or operational issues
- Establish clear, fact-based conclusions regarding the cause and ownership of each claim and document findings across the ERP system, Google Sheets, and other internal tracking tools
- Facilitate Root Cause Analysis (RCA) sessions to investigate claims, operational failures, and delivery breakdown
- Review orders that failed to meet their agreed delivery date and analyze timelines across the order lifecycle, including proof approval, PO placement, manufacturing, packaging, and shipping
- Identify recurring issues affecting product quality, operational workflows, or on-time delivery performance
- Develop recommendations for process improvements based on claims analysis and delivery performance reviews
- Work with Production, Pre-Production, Logistics, and Procurement teams to implement corrective actions and drive continuous improvement through data-driven insights related to quality, workflow, and delivery performance
- Create and maintain a Customer First KPI dashboard tracking internal and external claims, pulled jobs, and on-time delivery performance
- Prepare periodic reports on claims volume, delivery performance, root causes, and corrective actions for management review
- Other duties as assigned by Manager or designate
Requirements/Qualifications
- Minimum 2 years’ experience in claims management, quality assurance, operations, or a related role
- Operational manufacturing experience is considered an asset.
- Strong investigative and analytical skills with the ability to assess complex issues objectively
- Experience working cross-functionally with production, logistics, and customer-facing teams
- High level of accuracy and attention to detail when handling data and documentation
- Computer literate and proficient in Microsoft Office Suite and Google Business Suite; comfortable working with ERP systems, Google Sheets, and data tracking tools
- Strong written and verbal communication skills, including the ability to present findings clearly
- Ability to manage multiple investigations simultaneously and meet deadlines
- Problem-solving mindset with a focus on process improvement and accountability
- Highly organized, methodical, and data-driven
- Strong team player with the ability to navigate sensitive issues professionally