Operations Resolution Coordinator

About the role

Harlequin, a division of HarperCollins, is seeking an Operations Resolution Coordinator for the 1st shift (8:00am–4:30pm). This role focuses on process audits, quality issue investigation, tracking, and resolution within a warehouse environment.

Responsibilities

• Process Auditing & Compliance
  • Coordinate, perform, collect, and communicate all warehouse audit activity, highlighting exceptions and opportunities.
  • Use flowcharting and other mapping techniques to record process steps and identify discrepancies between defined processes and actual practices.
  • Research process variations and assist in establishing standard practices.
  • Complete and maintain process audit paperwork and records.
  • Monitor and track the effectiveness of corrective actions.
  • Develop and update quality auditing procedures and checklists.
  • Escalate risks or conflicts as appropriate.
  • Perform stock verifications and quality checks.
  • Conduct root cause analysis.
• Quality Control & Investigations
  • Coordinate and perform quality checks, sortation, product, and location audits.
  • Monitor, document, and research quality control complaints from internal and external customers.
  • Identify and suggest process improvements.
  • Collaborate with associates, team leaders, and supervisors during investigations and process adherence reviews.
  • Gather and summarize supporting data from information systems and paper records to resolve issues.
  • Serve as a back-up quality auditor as needed.
  • Provide timely feedback to supervisors and leadership to ensure issue resolution.
  • Lead investigations.
• Training & Process Improvement
  • Deliver on-the-floor training and refreshers to associates regarding quality standards and processes.
  • Participate in process improvement projects.
• Team Collaboration & General Duties
  • Collaborate with business partners at HDC, Toronto, and Montage.
  • Work collaboratively with all teams and demonstrate support of Harlequin’s Guiding Behaviors.
  • Support 5S initiatives to ensure areas are clean and free from debris.
  • Perform marginal tasks as required.

Requirements

• Education & Experience
  • High School diploma or GED required.
  • 1–3 years’ experience in Quality.
  • Experience working in a distribution and/or manufacturing environment.
• Skills
  • Proficiency with computers, including MS Office and Outlook.
  • Strong communication and interpersonal skills, including professional verbal and written communication.
  • Ability to communicate at all levels and demonstrate strong listening and interpretation skills.
  • Knowledge of Management Warehouse Systems (PkMS preferred).
  • Strong problem-solving and decision-making skills.
  • Ability to work under pressure, multi-task, and manage time by adjusting priorities in a fast-paced environment.
• Mathematical Skills
  • Ability to perform addition, subtraction, multiplication, division, decimals, fractions, and English/Metric conversions.
  • Ability to read production report data and verify/audit data.
• Reasoning Ability
  • Ability to identify problems and implement quick solutions to meet production and quality requirements.
  • Ability to read, analyze, and interpret data in report form and make decisions based on that information.
  • General understanding of the entire replenishment operation to make staffing and scheduling adjustments as necessary.
• Physical Demands
  • Frequently required to stand, walk, hear, grasp, operate objects and controls, reach with hands and arms, use a computer, use close and distant vision, and adjust focus.
  • Regularly required to stand, bend, work on a computer, crouch, and lift weights up to 35 lbs., push up to 100 lbs. on a cart.
  • Occasionally required to sit.
  • Must be comfortable working on the warehouse floor and moving between departments.
• Work Environment
  • Frequently required to work near moving equipment.
  • Frequently works in noise of moderate volume.
  • Occasionally exposed to diesel fumes from dock trucks and propane from forklifts.
  • Occasionally works in varying degrees of temperature.

Pay

$21–$25 per hour, commensurate with experience.

Benefits

The company provides a comprehensive and highly competitive benefits package, including:

• Physical health benefits.
• Retirement and savings plans.
• Caregiving support.
• Emotional wellbeing resources.
• Transportation benefits.
• Elective benefits that employees may select to fit personal needs.