Repair Planning Coordinator

About CSN Collision

CSN Collision safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 230 collision repair Centers across Canada.

Summary:

The Repair Planning Coordinator is responsible for coordinating repair planning and the administrative lifecycle from assignment through vehicle delivery and repair order closure. This role ensures accurate appraisals, efficient workflow coordination, strong customer and insurer communication, and high financial and operational performance. The Repair Planning Coordinator plays a critical role in delivering exceptional customer experience while supporting production efficiency and company profitability.

Primary Objectives of the Role:

• Prepare, review, and manage repair estimates, supplements, and final invoices.
• Scrub and close all repair orders, ensuring:
  • Parts align with estimates
  • Supplements are fully captured
  • Credits are requested and received
  • Gross profit meets or exceeds targets
• Use CSN and internal resources to confirm:
  • Accurate labor and material rates
  • All billable items are included
• Verify all required photos and documentation are uploaded and complete in the estimating system.
• Send supplements and final invoices to insurance companies for approval and follow-up as required.
• Develop and implement appraisal follow-up programs to improve conversion rates.

Daily Operations:

• Oversee daily office and repair-planning workflows to ensure efficiency and organization.
• Monitor repair progress from intake to delivery, ensuring timelines are met.
• Maintain clean, organized work spaces while adhering to health and safety standards.
• Ensure compliance with company policies, procedures, and operational standards.
• Perform additional related duties as required.

Customer & Communications:

• Serve as a primary point of contact for customers throughout the repair process.
• Communicate repair status updates clearly to customers, insurers, and production teams.
• Address, resolve, and escalate customer concerns to ensure satisfaction.
• Inspect completed repairs and meet with customers at vehicle pickup.
• Develop and support strategies that enhance customer experience, loyalty, and repeat business.

Insurance & Finance:

• Maintain consistent communication with insurance adjusters regarding approvals, supplements, and repair status.
• Work closely with bookkeeping on accounts receivable and repair order reconciliation.
• Serve as the primary liaison with bookkeeping to ensure timely, accurate financial documentation and reporting.
• Close assigned repair orders, including location-specific files as required.

Team

Collaboration:

• Contribute to a professional, collaborative, and high-performing team environment.

Process Improvement & Systems:

• Maintain and improve scheduling, estimating, and administrative systems.
• Identify opportunities to enhance workflow efficiency, accuracy, and communication.
• Support process improvements that strengthen operational flow and profitability.

Qualifications, Experience and other requirements:

• Diploma in automotive body repair from high school or college.
• Minimum of 1 – 3 years of hands‑on experience in a similar position or senior estimating role.
• Comprehensive knowledge of collision repair operations, including estimating, production scheduling, and meeting deadlines.
• Well‑versed in insurance repair procedures and guidelines.
• Proficient in Nexsyis.
• You must hold a valid driver's license, with a clean abstract.
• Competence in computer applications, including MS Office, Outlook, and Estimating Software.

Personal Attributes:

• Organizational skills/Time Management: Strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously.
• Communication style: Tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English & (French, remove if not required), with the ability to communicate and interact effectively with co-workers.
• Collaborator: Able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and…