Customer Care/Dispatcher – Appliances

3 weeks ago

Quebec, Canada easy-outsource Full time

Quebec City, Canada | Posted on 07/17/2025

The Customer Care/Dispatcher of Appliances is responsible for coordinating daily appliance deliveries from the facility. This includes optimizing delivery routes, communicating with customers, and supporting drivers throughout the delivery process. This role is essential in delivering a high-quality customer experience while meeting service level agreements (SLAs). The ideal candidate thrives in a fast-paced environment, communicates effectively across multiple channels, and maintains professionalism under pressure. This position also supports driver engagement and manages day-of-delivery logistics to ensure smooth and on-time service.

Primary Duties and Responsibilities:

- Create efficient next-day delivery routes based on available inventory, maximizing route density and meeting 4-hour delivery window requirements.

- Contact all customers by 8:00 PM to confirm delivery window timing and ensure expectations are aligned.

- Make a minimum of three contact attempts for undeliverable items, including one after-hours attempt, to reschedule.

- Dispatch drivers and coordinate delivery assets to meet or exceed client expectations and SLA targets.

- Provide professional and timely customer and driver support via phone, text, email, chat, and in-platform messaging.

- Monitor live deliveries and proactively resolve issues that may impact timing, keeping all stakeholders informed.

- Collaborate with warehouse operations to coordinate vendor returns for damaged or undeliverable items.

- Escalate customer concerns promptly to the Customer Care team for resolution.

- Promote a positive, solution-oriented approach in driver communications to support retention and engagement.

- Report driver-related concerns and observations to the Driver Happiness team, offering proactive feedback and solutions.

- Work cross-functionally with Operations to optimize asset use and improve delivery efficiency.

- Manage multiple priorities and communication streams under tight timelines.

- Perform other duties and special projects as assigned.

Qualifications & Skills:

- Minimum 2 years of dispatch experience in a mid- to high-volume environment, preferably involving appliance delivery.

- Bilingual in English and French (spoken and written).

- A college diploma is required; a bachelor’s degree or equivalent education is an asset.

- Experience in transportation, logistics, or driver management is required.

- Excellent verbal communication, listening, and interpersonal skills.

- Strong client service orientation with the ability to manage customer expectations calmly and effectively.

- High integrity, professional demeanour, and results-driven mindset

- Skilled at problem-solving and maintaining composure under pressure.

- Ability to build and maintain strong relationships with drivers, customers, and internal teams.

- Flexible with work hours, including evenings and Saturdays.

- Confident decision-maker in a data-driven, fast-paced setting.

- Proficient with dispatching and routing platforms.

- Strong time management, organization, and multitasking skills.

- Tech-savvy with solid computer skills, including Microsoft Office or Google Workspace.

Working Conditions:

- This is an office-based role with occasional local travel.

- Regular hours are 12:00 PM to 8:00 PM, five days per week between Monday and Saturday (schedule subject to change based on business needs).

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