Sr. Advisor, Customer Care Escalations in Manufacturing

Our Team

The CARE in Manufacturing (CiM) team acts as the pivotal link between our Windsor manufacturing facility and global stakeholders. We are dedicated to advocating for the customer within the production environment, ensuring that every personalized product meets high expectations and is delivered to the customer’s door with excellence.

What You Will Do

• In this role, you will bring the customer experience to life by bridging the gap between manufacturing operations and customer service.

• Act as the main point of contact and go-to person for escalations between the Windsor site and various Cimpress Business Units to ensure timely order fulfillment.

• Advocate for customers in manufacturing by providing insights, observations, and feedback on potential issues leading to complaints.

• Collaborate closely with the Quality team to investigate recurring issues such as mislabeling and trending customer complaints.

• Manage and resolve production "on holds" promptly, ensuring all cases are handled within established SLA timeframes.

• Partner with Manufacturing and Customer Service teams to forge strong relationships and streamline communications to mitigate customer-impacting issues.

•  Guide and educate the CME team on manufacturing queries, closing technical knowledge gaps to assist in faster issue resolution.

• Contribute to weekly, monthly, and quarterly reporting on customer concerns and manufacturing performance metrics.

• Proactively identify opportunities for workflow optimization and provide strategic recommendations for products and services to management.

What You Need:

• Post-Secondary in a related field  considered an asset

• 2+ years experience in a Customer Service environment is required

• Fully proficient in English (reading, writing, and speaking)

• Previous experience handling escalation processes and managing complex customer issues

• Ability to work flexible hours between 7:00 am - 6:00 pm

• Experience in creating clear, concise documentation and reporting

• Previous experience working within a manufacturing environment

• Strong skills in Google Workspace (Docs, Sheet, Slides)

• Previous experience translating technical manufacturing issues into clear language for non-experts

• Design experience in GIMP or Photoshop considered an asset

• Ability to approach problems logically, evaluate options, and take decisive action to resolve issues efficiently.

Commitment to Diversity, Equity, & Inclusion

VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.