Job Description

We've been making countertops and innovating since 1979. After fabricating and installing 100,000 countertops in Ontario, we have grown into one of the largest residential suppliers of custom countertops and designer surfaces in Ontario, offering expert manufacturing and installation of Natural Stone, Quartz, Ultra-compact and Acrylic solid surfacing.

Reporting to the Service & Installation Manager, the Service Coordinator will respond to customer's requests for post-installation service, such as minor repairs and installation adjustments.

This role provides excellent customer service directly to our dealer customers by responding to enquiries via phone and email. There is one other Service Coordinator on our team.

FULL-TIME, SALARIED, SINGLE/FAMILY HEALTH & DENTAL BENEFITS, ON-SITE

Responsibilities

Solicit, receive and respond to customer requests for service, including scheduled, short notice and emergency requests Schedule and monitor allocation of service work Ensure efficient use of workforce, vehicles and equipment Coordinate with appropriate departments to create schedule, arrange updates and rework Prepare key reports of daily service volume Facilitate the flow of information internally and with other departments and organizations Track, organize and document service issues in system (i.e INFOtrac) Schedule and confirm service appointments Respond to telephone and email enquiries from customers and technicians Set-up and maintain manual and computerized information filing systems Compile data, statistics and other information to support office activities Use INFOtrac to create service tickets, prepare service quotes and prepare, edit and proofread drawings to support projects Follow-up after each service to ensure customer satisfaction and completion of the project Work with production on services with returns. (develop a formal return process) Process back charges for installers Speak to Clients that need constant information on different aspects of their services Troubleshoot with installers for onsite issues that warrant a service ticket

Warranty Process

Process and manage all steps involved in quality claims with various suppliers Send service technician for initial site-inspection Review report and determine if this should be sent as a quality claim Request documents from inventory and accounting (i.e. invoices) Request additional information from dealers (i.e. customer email and phone numbers) Complete warranty form online or offline and attach pictures from: site-inspection; templates; and installation and CAD drawings Frequent follow-up with suppliers until response is received Update dealer throughout the entire process and inform them when a resolution has been made If the warranty has been approved, inform inventory that the material is arriving and create applicable warranty ticket Follow-up when the material comes communicate details to scheduling and production

Skills and Qualifications

Process and manage all steps involved in quality claims with various suppliers Send service technician for initial site-inspection Review report and determine if this should be sent as a quality claim Request documents from inventory and accounting (i.e. invoices) Request additional information from dealers (i.e. customer email and phone numbers) Complete warranty form online or offline and attach pictures from: site-inspection; templates; and installation and CAD drawings Frequent follow-up with suppliers until response is received Update dealer throughout the entire process and inform them when a resolution has been made If the warranty has been approved, inform inventory that the material is arriving and create applicable warranty ticket Follow-up when the material comes communicate details to scheduling and production
Job Types: Full-time, Permanent

Pay: $48,000.00-$52,000.00 per year

Benefits:

Casual dress Dental care Employee assistance program Extended health care Life insurance Paid time off Vision care Work from home
Ability to commute/relocate:

North York, ON M3J 3J6: reliably commute or plan to relocate before starting work (required)
Experience:

customer service: 2 years (required)
Work Location: In person