Returns Specialist - Apparel

  • 33 Commander Boulevard, Toronto, Ontario, Canada
  • 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. Our purpose-based platform HUMANATURE 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.

Job Description

Summary of Position:

The QA Returns Specialist reports to the Sr. Manager of QA Warranty. The Returns Specialist is responsible for maintaining global Returns budget, ensuring global Returns teams are trained and maintain agreed upon service levels.  The Returns Specialist is responsible to answer all questions and requests coming from global partners, including external Customers, CG Sales and Logistics. The Returns Specialist will manage the tool used globally for inspection tracking, pull periodic KPI reports and drive process improvement upstream.  The Returns Specialist will ensure there is global alignment and onboard any new partner, while working closely with the Warranty team to leverage Repair Facilities.

Key Responsibilities:

  • Manage the QA Returns budget for yearly fees and expenses incurred at the 3PLs
  • Support in answering queries and questions from international & external partners
  • Collect, investigate, analyze and lead CAPAs that impact global sales as well as circle back with Sales team regarding early warning signals  
  • Review data and provide regular feedback on quality trends to internal cross functional teams for improvement upstream
  • Create and report KPIs on inspection accuracy to internal and external stakeholders
  • Work closely with the Supply Chain, Logistics and 3PL teams to ensure service level agreed upon are upheld
  • Onboard new 3PLs and provide continuous training to global Returns and Sales teams
  • Develop and maintain Quality Returns Manual as well as other training materials
  • Review, update and manage the Business Intelligence tool for the Returns function in TrackVia
  • Coordinate and manage local repairs of returned goods
  • Support in implementing returns repair processes in all global regions and provide ongoing support to 3PLs as well as repair facilities
  • Manage spare parts requests for all global repair facilities to facilitate returns repairs
  • Any other ad hoc queries

Experience, Education and Designations:

  • Degree in Fashion, Textiles or related program
  • 5 years of experience in Apparel Manufacturing industry
  • Lean Six Sigma Certification or equivalent
  • Experience in Supply Chain/Logistics preferred
  • Experience leading successful Continuous Improvement projects


Knowledge, Skills and Attributes:

  • Strong understanding of garment construction and quality inspection
  • Knowledge of various product range (outerwear, accessories, knitwear)
  • Excellent interpersonal and communication skills
  • Ability to work autonomously in a warehouse environment
  • Ability to influence others on changes and training
  • Advanced computer skills (Windows, Microsoft Office, Online Applications, etc.)
  • Ability to multi-task and work in a fast-paced environment
  • Positive attitude and team player
  • Be innovative, a problem solver with a can-do attitude

Working Conditions:

  • Office, Warehouse & Manufacturing Environment
  • Approx. 15% travel may be required
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