Delivery Experience Specialist

**ABOUT EVIVE**
It all started when Evive’s co-founder, Claudia, started on a health journey 15 years ago and became convinced that healthy eating enriches lives. She was making a smoothie every morning and realized that most of the people around her were struggling to get a healthy start to their day. Together with her husband, Dominic, they developed the idea for a blender-free smoothie, which used Claudia’s recipes in frozen cubes. With this innovative packaging, anyone is now able to save time during their busy day without sacrificing healthy eating by simply popping the cubes, adding their liquid of choice and shaking it up Since that moment in May 2015, Evive has sold over 15 million smoothie wheels, and has grown a strong community of more than 350,000 people. When the team realized that concept could transform other categories like plant-based soups, muffins and beverages, Evive Smoothie became Evive Nutrition. This leads up to today, where Claudia and Dominic’s mission for Evive is to have an impact by empowering millions of people to own their wellness everyday. We are now looking for a Senior Director of Ecommerce to join us and continue making that mission a reality.

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BENEFITS THAT SUPPORT YOUR WELL-BEING*
- Hybrid remote position
- Competitive compensation
- Flexible hours
- Health insurance
- Free Evive products
- The opportunity to make an impact in a dynamic and fast-paced environment

**Job Title**:Delivery Experience Specialist
**Schedule**:Full-time
**Reporting to**: Logistics Manager
**Location**: Hybrid remote (1 day in-office at Montreal HQ, 1 day on-site at 3PL, 3 days working from home)*

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Position Overview: *
Under the supervision of the Logistics Manager, the Delivery Experience Specialist is responsible for ensuring that customers receive their packages on time and in good condition. Working within the Logistics team and collaborating closely with the Customer Experience team, this person will participate in the continuous improvement of Evive's direct-to-customer (DTC) deliveries.

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What You Do: *
- Handle dispatching for DTC orders
- Make sure all orders contain available items and are dispatched on time. Collaborate with the tech team to resolve any issues in a timely manner.
- Provide documentation to our 3PLs for orders being shipped.
- Manually process any orders that fall outside of the regular delivery scope.
- Collaborate with 3PL partners in order to ensure on-time order fulfillment.
- Be the point person internally for colleagues who have questions regarding pending orders.
- Analyze carrier delivery reports and inform customers of any potential delays, as needed.
- Prepare and analyze Logistics and Delivery Experience KPIs, providing insight to delivery-related customer complaints.
- Participate in weekly logistics meetings to report and follow-up on these KPIs.
- Track the financial impact of delivery-related issues.
- Process transportation claims and maintain accurate records of their status.
- Work closely with the DTC Supply Planner to avoid and manage back orders.
- Participate in monthly reviews with DTC carriers and Logistics Manager.
- Assist in troubleshooting order processing in the ERP.
- Own and update our packing guidelines, ensuring that our 3PLs are briefed with the most up-to-date specs.
- Make weekly visits to our 3PL in Longueuil, QC, doing spot checks on the assembly line and ensuring that our packing guidelines are being followed.
- Analyze customer complaint data
- Provide insight and reports to the Logistics Manager to the quality score of packing
- Communicate performance to 3PLs and bring continuous improvements to fix the issues (missing promo items, missing products, melted boxes, etc).
- Occasionally organize and perform shipping tests as required for continuous improvement initiatives.
- Ensure a dotted line of collaboration with the Director of Customer Experience.
- Participate in daily touchpoints with the customer service team to discuss logistics issues and share your action plan for solutions.
- Lead the decision making process for customer compensations due to delivery related issues, and ensure exceptional customer experience in line with our service level agreements.
- Act as a liaison between customer service agents and delivery partners.
- Responsible for actively participating in monthly, quarterly & yearly performance meetings & ensuring that goals are 100% logged on time, updated, tracked & evaluated.

**What is Required to Do Your Job**:

- 1+ years of experience in logistics
- 2+ years of experience in customer service
- High school diploma
- Experience scheduling deliveries with Purolator, Xpedigo, Boxknight and Loomis
- Excellent written and verbal communication skills in both French and English
- Bonus if you have experience with Shopify, Bold, Zendesk or ERPs

**Who You Are**:

- High level of attention to detail
- Exceptional organizational skills
- Ability to analyze issues and provide insight with helpful r