Service Coordinator

Take the Next Step in Your Customer Service, Logistics, or Dispatch career with Swish as a Service Coordinator & Dispatcher
About Swish
Swish is a proudly Canadian, family-owned company that has been operating since 1956. From coast to coast, we help communities feel confident that the spaces where they work and live are clean, safe, and hygienic. We are Canada's source for high-quality cleaning supplies and equipment, offering professional-grade, environmentally responsible solutions tailored to our customers' needs. Our product and service categories include: Hand Hygiene, Surface Disinfecting, Kitchen, Laundry & Warewash, Floor Care & Matting, Cleaning Tools & Powered Equipment, Safety, PPE, and more. At Swish, our people are at the heart of everything we do.

About The Role
The Service Coordinator & Dispatcher plays a key role in supporting the daily operations of the service department with a strong focus on delivering exceptional customer service. This position is responsible for managing and coordinating service requests for powered cleaning equipment (commercial power scrubbers, pressure washers, vacuum cleaners, etc.), dispatching technicians, maintaining accurate records, generating reports, and ensuring effective communication between customers, technicians, and internal teams. The Service Coordinator & Dispatcher oversees a range of administrative and scheduling functions that contribute to efficient service delivery, including appointment scheduling, real-time dispatching, data entry, warranty processing, parts coordination and document management.

Key Responsibilities
Customer Service & Communication

• Receive, process, and respond to customer service inquiries via phone, email, and internal systems
• Provide timely updates to customers regarding service appointment status and work order progress
• Act as the primary point of contact for service-related communication between customers and technicians
• Maintain consistent, positive, professional, and respectful interactions with customers, branch staff, and technicians to foster strong relationships and ensure smooth service delivery
• Address customer concerns and escalate issues as needed to ensure resolution

Scheduling & Dispatch

• Schedule and dispatch service technicians based on availability, location, skillset, and service priority
• Plan and adjust technician workload up to five days in advance to ensure optimal coverage
• Monitor active service calls and make real-time adjustments to minimize downtime and delays
• Coordinate scheduled maintenance, emergency service, and equipment installations

Administrative & Technical Support

• Use ERP and CRM tools to manage service calls, update customer records, and generate reports
• Open, document, and close work orders in the service system with a high degree of accuracy
• Read and interpret equipment schematics to support scheduling and technician preparedness
• Assist technicians with warranty claims, documentation, and general administrative inquiries
• Submit and track vendor warranty claims, including follow-up with suppliers to ensure timely processing and resolution
• Provide support to technicians by explaining how to locate and use technical manuals and resources
• Perform parts coordination, including assisting technicians with parts information, availability, and ordering, as well as conducting inventory counts to maintain accurate stock levels
• Generate and manage service reports, schedules, and performance summaries
• Maintain organized digital and physical service records and documentation

Operational Support & Compliance

• Ensure adherence to service policies, warranty requirements, and health and safety standards
• Review open work orders and service calls to ensure timely resolution and billing readiness
• Follow up with customers at the end of each day or after service completion for updates and satisfaction
• Support the Director of Service with administrative tasks, project coordination, and data gathering for planning and budgeting

Other Duties

• Assist occasionally with inventory, parts handling, or shipping as needed
• Perform other related duties as assigned

What You Bring

• High school diploma or equivalent
• Proven experience in service coordination, dispatching, or customer service roles
• Experience with customer relationship management (CRM) systems (e.g., Proton or equivalent) and enterprise resource planning (ERP) systems (e.g., PointForce, Epicor P21) for tracking customer interactions, work orders, and service records, as well as proficiency with Google Calendar or other service scheduling software
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Google Workspace (Docs, Sheets, Gmail, Drive)
• Ability to read and understand equipment schematics (training provided if needed)
• Highly organized with the ability to prioritize and multitask in a fast-paced environment
• Excellent verbal and written communication skills
• Strong interpersonal skills for working with both internal teams and external customers, demonstrating a consistent, positive, professional, and respectful approach
• Ability to remain calm and professional when managing urgent requests or unclear instructions
• Problem-solving mindset with good judgment for independent decision-making

A People-first Company
Job Details & What We Offer

• Membership in the Swish family — we treat our employees with integrity and have since 1956

The role

• Location: Peterborough, Ontario (hybrid eligible — to be discussed)
• Salary: Starting at $45,000 annually
• Variable compensation: Annual performance bonus eligibility
• Vacation: Starting at 3 weeks

Benefits From Day 1

• Company-paid Extended Health & Dental Care
• Company contributions to a Registered Retirement Savings Plan (RRSP)
• Employee & Family Assistance Program (EFAP)

Extras that matter

• Rewards & Recognition program that celebrates great work and meaningful contributions
• Access to hundreds of employee discounts across home, wellness, travel, fashion, and more
• Unlimited training and development with an industry-leading brand to help you grow your career

Role Information
Existing vacancy

Equal Opportunity
Swish is an equal opportunity employer offering a competitive compensation and benefits package, along with excellent opportunities for professional development and advancement within a growing Canadian organization.

Accessibility & Accommodation
Swish is committed to providing an inclusive and accessible recruitment and workplace experience in accordance with applicable human rights and accessibility legislation across Canada. Accommodation is available upon request throughout the recruitment and selection process. Applicants requiring accommodation may contact Human Resources at any stage.

Pre-Employment Screening
Swish is committed to maintaining a safe and secure work environment. As a condition of employment, candidates will be required to complete background screening, including criminal record checks where permitted by law and where relevant to the position, or where required by client sites. For roles involving the operation of a company motor vehicle, a valid driver's license and a satisfactory driver's abstract will also be required.

AI Disclosure
Swish uses artificial intelligence technology to assist in the initial screening and assessment of applications. AI is used only as a support tool; no hiring decisions are made solely by automated systems. All final hiring decisions are made by a human. We are committed to a hiring process that maintains the highest integrity and prioritizes a fair, positive experience for every candidate.