Service Coordinator (Bilingual in French) - #453300

About Danby

Danby was established 78 years ago with a humble vision of creating truly innovative appliances that would offer big product features for small space living. Like you, we've moved with the times by continually evolving the functionality and innovative features of our products, so not only do they look good, they’re built great too.

Danby’s goal of being the largest compact and specialty appliance company in North America is already being realized. Our strong leadership, creativity and innovation provides us with the tools to ensure future growth for many years to come.

At Danby, it’s not just a job, it’s a career.

Here are some of the reasons why being employed with Danby may be your best career move:

• You will be a part of a company where you can be part of change and really make an impact!
• You will have the ability to work with great people who are passionate about our industry.
• You will work for an established company that actually believes in its values and does their best to live them out!
  
  

Danby is an equal opportunity employer, we are committed to an inclusive, equitable and accessible workplace. Accommodations are available upon request in all aspects of the recruitment process.

Job Overview

The Service Coordinator plays a critical role within the Consumer Service Department, responsible for supporting and managing warranty repair claims and authorization requests. This role ensures a seamless service experience by maintaining strong relationships with authorized service providers and collaborating across multiple departments to meet business goals. The Service Coordinator is expected to provide excellent communication and organization skills with a keen eye for detail to enhance brand reputation, service levels, and organizational culture.

Duties And Responsibilities

Claims Review and Approval

• Review and process warranty repair claims for payment, ensuring all required information is provided.
• Approve or reject claims based on warranty coverage within defined timelines.
• Investigate auto-rejected claims for potential approval.
• Communicate with service providers to request additional information or clarification when necessary.
• Potential for dispatching service calls in the future.
  
  

Authorization Approvals

• Provide authorization for special warranty agreements.
• Review Consumer Service Agent cases to confirm warranty repair coverage before service calls.
• Apply discretion for exceptions to reduce escalations and ensure customer satisfaction.
  
  

Consumer Feedback Survey

• Distribute repair service feedback surveys to consumers.
• Review survey responses and provide reports to the Service Manager.
  
  

Process Improvement and Reporting

• Report trending product issues to the Quality team for investigation.
• Monitor service provider performance and report findings to the Warranty Administrator.
• Update the Service Manager on open claims and ongoing issues.
• Propose improvements for processes and documentation.
  
  

Collaboration With Other Departments

• Work closely with various departments, including Consumer Service, Finance, Parts, Sales, and Quality, to provide seamless support and service for service providers and consumers.
  
  

Education, Training And Qualifications

• 2+ years of experience in a service coordinator role or related field.
• A diploma or degree in a related field is an asset.
• Bilingual in French (written and verbal) is required.
• Experience with CRM platforms (NetSuite and ServiceBench preferred).
• Knowledge of home appliances and appliance repair is preferred.
  
  

Skills And Abilities

• A highly collaborative attitude focused on providing the best support and service.
• Creative thinker with a strong attention to detail.
• Strong organizational skills.
• Strong attention to detail and investigative skills.
• Time management.
• Proficiency in Microsoft Office products.
  
  

Working Conditions

• Office-based role with minimal physical activity required.
• Involves long periods of sitting, reviewing documentation, and engaging with service providers via phone and email.
  
  

This is a hybrid role, offering flexibility with a combination of remote and in-office work. You will be required to be in the office at 5070 Whitelaw Road, Guelph, on Tuesdays, Thursdays, and Fridays, while having the option to work from home on other days.

Thank you to all applicants for your interest in this opportunity. While we appreciate every application, we will contact candidates selected for an interview.

We are committed to fostering an inclusive, accessible environment where all employees and applicants feel valued, respected, and supported. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, we will provide accommodations throughout the recruitment process upon request. If you require accommodation during the hiring process, please inform the HR representative who contacts you, and we will work together to meet your needs.