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Dispatch & Customer Care Agent
2 weeks ago
Founded in 2018, Pineapple Express Delivery is the only same-day compliant cannabis delivery service approved Canada-wide. Pineapple Express Delivery was the first to the market, Nationwide. By building the on-demand delivery infrastructure for local cities, we’re bringing communities closer, one delivery at a time.
**Title**
Dispatch & Customer Care Agent
**Reports To**
Dispatch & Customer Care Manager
**Job Overview**
**What’s In It for You**
- Being a crucial part of a dynamic, fast-paced industry & team
- Competitive base wage (paid bi-weekly)
- Benefits after completion of probationary period
- You get to work with a supportive & professional team
- Fun & Professional work environment
**Essential Duties and Responsibilities**
- Create routes for delivery drivers
- Dispatch and monitor routes for delivery drivers
- Make necessary ad hoc adjustments to driver routes with mínimal impact to customers
- Keep drivers informed on changes to routes
- Closely observe fleet on the road to identify potential risks in attaining all SLAs (service level agreements)
- Resolve client and customer issues as first point-of-contact
- Communicate with drivers to ensure they understand the processes, safety and provide guidance
- Respond to SMS, chats, and calls from clients and customers in a timely and professional manner
- Document all changes and amendments to deliveries and customer requests in a timely manner
- Oversee warehouse activities in the absence of the warehouse manager
- Assist in warehouse duties as required (receiving delivery drivers, organizing bins, locks, driver kits, sort, fill, etc)
- Data entry and minor analytical duties may be required
- In the event of emergencies, you may be required to drive
**Basic Qualifications**
- Previous relevant experience is an asset
- Ability to communicate professionally over the phone and SMS chat
- Strong verbal and written communication skills
- Ability to work with others as well as independently
- Dependable attendance
- Positive attitude
- Strong organizational skills
- Self-motivated problem solver
- General proficiency in Microsoft Office
- Pineapple Express Delivery is committed to providing a barrier-free environment for all stakeholders, including our clients, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations._
- Pineapple Express Delivery understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner._
- Providing an accessible and barrier-free environment is a shared effort, and we are committed as an organization to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact Human Resources._
- We are an equal opportunity employer that recognizes the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, color, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws._
**Job Types**: Full-time, Permanent
**Salary**: From $20.00 per hour
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Store discount
- Vision care
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Weekend availability
**Experience**:
- dispatching: 1 year (preferred)
- customer service: 1 year (preferred)
Licence/Certification:
- G-class Driver's Licence (preferred)
