Client Services Specialist

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.

We are looking for a positive, energetic person who is highly motivated and wants to work in a team environment!

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

Physical Demands

• Sedentary, office-based role that requires the ability to operate standard office equipment.
• Position requires sitting at desk ¾ or more of day, walking short distances for less than ¼ of day.
• Substantially repetitive movements of the arms, wrists, hands and/or fingers.
• Required to have visual acuity to perform activities including but not limited to analyzing data and figures, viewing a computer screen, extensive reading.

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

What we offer:

• Bonus structure based on Company and Individual performance
• 100% Employer paid company sponsored benefits program: this means you don’t pay any premiums!
• Retirement savings match program
• Casual dress
• Employee Assistance Program
• Safety footwear allowance program
• Referral rewards
• Music Program Benefits
• Paid time off program

As a condition of employment, the successful candidate will be required to submit a clear Criminal Record Check, at their own expense, prior to start date.