Objective: The Installation and Service Coordinator will be part of a team that coordinates pickup, delivery, and installation services of product and services with customers, and vendors. The Installation and Service Coordinator will also be responsible for tracking projects and driving their completion in the most time sensitive and cost-effective manner.

Relationships:

Reports to: Shared Operations Manager

Direct Reports: None

Internal: Store Managers, Designers, Installers, Shared Operations, and Warehouse Departments

External: Customers and Vendors

Location: Edmonton

Key Position Responsibilities:

• Focused on growing and retaining customers.
  1. Leading the timely coordination of cabinet pickups, delivery, installation and service.
  2. Analyze and Process service parts in a cost-effective manner for each job.
  3. Communicate via phone and email with customers on the status of their jobs.
  4. Follow up on any concerns and provide timely solutions.
  5. Ongoing communication with Installers, Managers and Sales staff to ensure deadlines are met.
  6. Track and document the progression of the tasks via internal systems.
  7. Attend and participate in regular meetings.
• Continuous improvement
  1. Promote a culture of continuous improvement.
  2. Present ideas for improving customer care.
  3. Consistently communicate with customers, Design Consultants, Installers and Vendors.
  4. Participate in continuous improvement initiatives.
  5. Feedback from customer experience.

KPIs:

• Improve store warranty and service costs.
• Improve completions.
• Reduce number of service trips.
• Reduce number of days product is in inventory.

Core Competencies:

• Integrity – Consistently acts in a responsible and ethical manner. Accepts accountability for behavior, organizational values and legal compliance. 
• Communication Skills – Effectively articulates the company’s values, vision and performance.
• Customer Orientation – Drives actions and decisions based on customer needs and values. Is passionately committed to providing fast and high-quality support to customer needs.   Places priority on developing collaborative internal/external relationships.
• Conflict Management – Manages and resolves conflict in a positive and constructive manner in order to minimize negative impact.   Identifies and implements corrective action to achieve proactive resolution.
• Problem Solving and Decision-Making – Efficiently analyzes problems and implements timely decisions towards resolution.
• Operational Excellence – Maintains a high focus on productivity, quality and results. Focuses efforts on activities that will have the greatest return to the customer and the organization.  Ensure that the right information is provided to the right people at the right time, to make sound decisions.

Key Knowledge, Skills and Abilities:

• Excellent verbal and written English communication skills.
• Excellent typing skills.
• Proficiency of Microsoft Office, Outlook, and Teams.
• Exceptional Interpersonal and organizational skills.
• Accuracy and attention to detail.
• Time management.
• Ability to work under pressure and deal with multiple deadlines.
• Knowledge and understanding of 20/20 (preferred).
• Knowledge of the construction industry.

Requirements:

• Minimum Grade 12 or equivalent.
• Experience in construction/trade will be considered an asset.
• Project management experience will also be considered an asset.

These responsibilities are not intended to be all inclusive. It represents typical elements and criteria to perform the job successfully.