About Latitude
Latitude has been innovating and manufacturing custom countertops since 1979. Having
fabricated and installed over 100,000 countertops across Ontario, we have grown
into one of the province's largest residential suppliers of designer surfaces.
We pride ourselves on expert craftsmanship and premium installation of Natural
Stone, Quartz, Ultra-compact, and Acrylic solid surfacing.
Role Overview
Reporting directly to the Service & Installation Manager, the Junior Service Coordinator is the central point of contact for post-installation service requests, minor repairs, and installation adjustments. In this role, you will manage warranty claims, coordinate schedules, and ensure our customers receive the top-tier aftercare they expect from Latitude.
Key Responsibilities
Service Coordination & Scheduling
Customer Support: Solicit, receive, and respond promptly to client service requests, including scheduled, short-notice, and emergency requests.
·Scheduling: Coordinate and monitor the allocation of service work, ensuring efficient use of our workforce, vehicles, and equipment.
Cross-Department Collaboration: Partner with production and scheduling to manage reworks, updates, and returns, helping to establish a formal return process.
Onsite Troubleshooting: Work with field installers to troubleshoot onsite issues and
generate service tickets as needed.
Client Communication: Keep high-touch clients regularly updated on all aspects of their
ongoing service requests.
Warranty Management
· Claims Administration: Process and manage all stages of quality and warranty claims with
suppliers.
· Field Assessments: Dispatch technicians for initial site inspections, review reports, and determine if a formal quality claim is warranted.
· Documentation: Gather invoices from inventory/accounting and project details from dealers. Complete offline/online warranty forms, attaching relevant CAD drawings, templates, and site photos.
· Supplier & Dealer Relations: Conduct frequent follow-ups with suppliers regarding claims, and keep dealers informed through to final resolution.
· Logistics Tracking: Coordinate with inventory, scheduling, and production when
approved warranty materials arrive.
Administration & Continuous Improvement
· Data Management: Utilize INFOtrac to log issues, track service tickets, prepare quotes, and edit/proofread project drawings.
· Reporting: Compile daily service volume reports, statistics, and administrative data to support office activities.
· Quality Assurance: Track departmental errors that lead to service requests and share common trends with teams to prevent future occurrences.
· Sales Support: Share material insights and learning points with the sales team to help them better advice dealers. Process installer back charges accurately.
Requirements & Qualifications
· Experience: 1–2 years of experience in a fast-paced customer service role.
· Education: Minimum of a High School Diploma.
· Communication Skills: Professional written and verbal communication skills, with a
proven record of accomplishment of handling high-volume email and phone
inquiries.
· Technical Savvy: Proficient with MS Office, email platforms, and cloud-based services. Experience with ERP systems (specifically INFOtrac) is a strong asset.
· Scheduling: Previous experience in a scheduling or dispatching role is an asset.
· Key Attributes: Exceptionally organized, strong attention to detail, and a positive, collaborative attitude. Must be able to work independently and manage multi-step processes.
Work Conditions & Location
· Location: Must reliably commute to our North York office (M3J 3J6) daily. This is a fully in-person role.
How to Apply: Through indeed.
Pay: $3,500.00-$4,200.00 per month
Work Location: In person
