We're Hiring: Client Care Representative

Total Textile Solutions (TTS)

Location: Canada – Remote with National Travel

Department: Client Services

Reports To: Board of Directors

Employment Type: Part time 20 hrs per week

About Total Textile Solutions

Total Textile Solutions (TTS) is a leading provider of innovative textile service solutions across Canada. We take pride in delivering consistent quality, sustainable practices, and exceptional customer experiences to our clients nationwide.

As our organization continues to grow, we are looking for a motivated, relationship-driven qualified to join our team and help strengthen our commitment to outstanding client service.

The Opportunity

We are seeking an enthusiastic, organized, and client-focused Client Care Representative to oversee and support a portfolio of client accounts across Canada.

This is an exciting opportunity for a customer service professional who thrives on building relationships, identifying opportunities for improvement, and delivering exceptional client experiences.

As a key liaison between TTS and its clients, you will play an significant role in maintaining strong partnerships, supporting our local branches, monitoring service performance, and ensuring a consistent level of service excellence across our national client base.

The successful candidate will be comfortable working independently in a remote environment while collaborating closely with our internal teams and travelling nationally to meet with clients and represent TTS.

Key Responsibilities1. Client Relationship & Account Management

- Act as the primary point of contact for an assigned portfolio of local and national client accounts.
- Develop and maintain strong, long-term relationships with key client stakeholders.
- Conduct regular account reviews to assess satisfaction, service delivery, and emerging needs.
- Proactively identify and resolve client concerns, ensuring timely follow-up and resolution.
- Lead quarterly client review meetings to discuss performance, service expectations, feedback, and opportunities for improvement.

1. Client Engagement & Retention

- Build client confidence and loyalty through consistent communication and proactive relationship management.
- Conduct client meetings and on-site visits to better understand operational requirements and service expectations.
- Work alongside local TTS branches to strengthen client relationships and support consistent service delivery.
- Identify opportunities to enhance client satisfaction, strengthen retention, and expand existing & and new partnerships.

3. Internal Collaboration & Communication

- Collaborate with Operations, Sales, Logistics,



and other internal departments to address service challenges and develop client-specific solutions.
- Support local branch teams in meeting national client expectations and service level agreements.
- Communicate client feedback, expectations, and service priorities to the appropriate internal teams.
- Help promote consistency and accountability in client care practices across all TTS locations.
- Work collaboratively with all TTS locations across Canada, both virtually and in person, to develop and implement standardized processes, ensure consistency in operations, and provide monthly feedback, guidance, and performance support to each location.

4. Reporting, Performance & Continuous Improvement

- Prepare and present customized quarterly client performance reports.
- Monitor key performance indicators (KPIs), service trends, and client feedback.
- Identify opportunities to improve operational efficiency, service quality, and the overall client experience.
- Track outstanding service issues and ensure appropriate action plans and follow-up are in place.
- Work collaboratively with all TTS locations across Canada, both virtually and in person, to develop and implement standardized processes, ensure consistency in operations, and provide monthly feedback, guidance, and performance support to each location.

1. Industry Representation & Brand Development

- Represent TTS at industry trade shows, conferences, and client events as required.
- Build awareness of TTS services and capabilities among existing and prospective clients.
- Promote a professional, positive, and consistent representation of the TTS brand.

Qualifications & Experience The ideal candidate will bring a combination of relationship-building skills, business awareness, organization, and a genuine commitment to client satisfaction.

Required Qualifications:

- Minimum 1 years of experience in account management, client services, customer relationship management, or a related field.
- Experience in B2B or service-based industries is preferred.
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build relationships with stakeholders at all levels.
- Proven ability to manage multiple client accounts, priorities, and projects simultaneously.
- Confidence in facilitating client meetings and delivering professional presentations.
- Solid problem-solving skills and the ability to take initiative.




- Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.
- Experience using CRM software and client reporting tools.
- Ability and willingness to travel nationally as required (approximately 20%).

Additional Assets:

- Bilingual in English and French is a plus
- Experience managing multi-location or national client accounts.
- Experience working with operational teams and service delivery organizations.

What We Offer At Total Textile Solutions, we believe our people are the foundation of our success. When you join our team, you'll have the opportunity to make a meaningful impact on our clients, our branches, and our continued growth.

- National Impact: Work with a diverse portfolio of clients and help shape the client experience across Canada.
- Flexibility: Enjoy the flexibility of a remote-based position with national travel.
- Career Growth: Develop your skills and grow with an expanding Canadian organization.
- Team Environment: Work alongside a collaborative, supportive, and dedicated team.

Who We're Looking For We're looking for someone who genuinely enjoys working with people, takes pride in delivering exceptional service, and understands that strong client relationships are built through trust, communication, and accountability.

You are proactive, solutions-oriented, highly organized, and comfortable taking ownership of client relationships. You understand the importance of balancing client expectations with operational realities and can bring people together to achieve positive outcomes.

Most importantly, you want to make a difference in how clients experience Total Textile Solutions.

How to Apply

If you're passionate about client relationships and excited about the opportunity to contribute to a growing national organization, we'd love to hear from you!

Please submit your resume and a brief cover letter outlining your relevant experience and interest in the position to:

Email: [[email protected]]

Subject Line: Application – Client Care Representative

Total Textile Solutions is an equal opportunity employer and welcomes applications from qualified candidates across Canada.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Type: Fixed term contract

Contract length: 6 months

Pay: From $33.65 per hour

Expected hours: 20.0 per week

Ability to commute/relocate

- Peterborough, ON: reliably commute or plan to relocate before starting work (preferred)

Experience:
- Insurance industry: 1 year (preferred)

Language:
- English (preferred)

Willingness to travel:
- 25% (preferred)

Work Location: Hybrid remote in Peterborough, ON

📌 Client Relationship Manager (Peterborough)
🏢 Total Textile Solutions
📍 Peterborough