Operations Support Specialist

GROW WITH US.D&W Forwarders offers professional transportation services to the manufacturing, mining, construction, and retail industries, and has a strong desire to form true partnerships. Our aim is to be your trusted source of support for all facets of your operations, from logistics to planning and fulfillment. In 1953, Dick Boersma and Walter Veenstra established D&W Forwarders, with the vision of offering reliable supply chain services to businesses across Ontario. We proudly uphold our founders’ tradition of excellence by providing outstanding transportation solutions, carrying heavy building materials. We’ve since expanded their service network to include Quebec and the northeastern United States. Today, our fleet numbers more than 100 trucks, serving those markets from our various hubs.Job SummaryWe are seeking a reliable and detail-oriented Operations Support Specialist. The Operations Support Specialist is responsible for managing critical communication channels, coordinating field operations, and ensuring seamless service delivery across all shifts, including after-hours support. The role serves as a key backup to primary dispatchers during high‑volume periods, assisting with scheduling, route prioritization, and work order management.BenefitsCompetitive salary - $65,000 - $75,000 based on experineceHealth Insurance (includes Virtual Health, and HCSA), Dental Insurance, Vision InsuranceLife Insurance, Long-term Disability, Short-term DisabilityRRSP MatchPaid VacationFloating DaysEmployee Assistance ProgramEmployee Engagement EventsAwards and RecognitionService AwardsEmployee Perks & DiscountsJob ResponsibilitiesMonitor and Respond to Incoming Calls: Handle emergency and non-emergency calls via phone or digital systems; log details, assess urgency, and dispatch appropriate personnel or resources promptly.Coordinate Field Operations: Assign routes, schedules, and resources to drivers, provide real-time updates on job status, delays, or changes using GPS tracking and dispatching software.Provide Backup Support: Serve as the secondary dispatcher during absences or overloads; assist primary dispatchers with high-volume tasks, such as scheduling work orders and prioritizing routes.Maintain Communication: Ensure contact with drivers; relay critical information, request support when needed, and notify management of escalating situations.Record Keeping and Reporting: Document all dispatches, incidents, and communications accurately; generate reports on operations, compliance, and performance metrics to optimize processes.Process Improvement: Review dispatching procedures for efficiency; suggest improvements to reduce costs and response times while adhering to regulations and safety protocols.Customer Interaction: Act as the first point of contact for clients; provide updates on service timelines, troubleshoot basic issues, and escalations.Ensure all necessary customs clearances are completed accurately and on time; monitor shipment statuses, identify clearance delays, and work with brokers or authorities to resolve issuesProvide support to drivers experiencing truck breakdowns, including arranging roadside service, towing, mechanical assistance, and ensuring all parties remain informed throughout the incident.Troubleshoot after-hours operational issues quickly and effectively, escalating when required to maintain service continuity.Other duties as assigned.QualificationsHigh school diploma or equivalent.Minimum 1-2 years in dispatch operations or logistics.Proficiency with Samsara and Microsoft Office Suite, Federal Hours of Service, Highway Traffic Act, NSC, CTPAT, Cross border E-manifesting.Excellent verbal and written skills; ability to convey clear, concise information under pressure and handle sensitive situations with empathy.Strong multitasking and prioritization abilities; detail-oriented with the capacity to manage multiple calls/emails simultaneously.Quick decision-making in dynamic scenarios; ability to de-escalate conflicts and adapt to changing priorities.Team player with strong collaboration skills; comfortable working extended hours in a high-stress role.Shift ScheduleMonday, Wednesday-Friday, Sunday - 11:30PM-7:30AMWorking hours and days may change based on business requirements.Benefits of Employment:D&W recognizes that its success is due to the strength of its employees. The primary goal of D&W is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with D&W. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, D&W. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.Diversity and Equal Opportunity Employment:D&W Forwarders Inc. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, or disability. D&W Forwarders Inc. encourages and welcomes applications from people with disabilities.Accommodation is available on request for candidates taking part in all aspects of the selection process.