Operations Coordinator (Dispatch & Customer Service)

Operations Coordinator (Dispatch & Customer Service)

Posted On

Dec 12, 2019

Closing Date

Dec 13, 2019



About the Organization:

Good Foot Delivery provides meaningful employment for the neuro-diverse community through a reliable, professional courier service delivered via public transit and on foot. By providing employment to the neuro-diverse community, Good Foot Delivery is innovatively delivering social change. At Good Foot we know that creating and fostering an inclusive environment is good business! 

In addition to employment opportunities, we provide our Couriers personal and professional development opportunities through workshops, projects and social events. Most importantly, we have created a family that celebrates our couriers and the neuro-diverse community.

About the Role:

Good Foot is looking for a reliable individual to join our team as a dispatcher and customer service agent to help keep Operations running smoothly. The Operations Coordinator will serve as a communication point between Couriers, management and customers, maximizing productivity and ensuring prompt, courteous and efficient service. The ideal candidate will be successful if they are able to think critically, are reliable, attentive, and possess the ability to stay composed when working in a fast-paced environment.

Duties and Responsibilities:

  1. Dispatch:

    1. Dispatch orders based on Courier availability, location, and Courier capabilities

    2. Act as a point of contact for any and all matters that may arise for a Courier while in transit

    3. Monitor the route and status of all Couriers to ensure delivery by guaranteed times

    4. Be proactive by troubleshooting and resolving potential delivery and pick-up problems before they result in service issues

    5. Maintain work records, tracking of daily events and ensure timesheet summaries are accurately completed 

    6. Ensure Couriers are performing responsibilities in a safe, reliable and professional manner

  2. Customer Service:

    1. In coordination with the Business Manager, build strong customer relations through the provision of superb customer service

    2. Respond to customer inquiries via email and phone, including providing information on our services, accepting payments, and providing quotes in an expedited manner

    3. Escalate and resolve areas of concern raised by customers 

    4. Proactively address customer concerns to ensure customer needs are fulfilled effectively

    5. Assist in managing customer Inbox; respond to basic customer inquiries including requests for bulk orders, quotes, and general information. 

  1. General

    1. In coordination with Operations team, create and update policies and procedures in relation to Operations.

    2. Work with Operations team to ensure office is kept clean and organized

    3. Provide effective administrative support

The above statements are intended to describe the general nature and level of work for the position. They are not intended to be a complete list of all responsibilities, duties, and skills required for this position. Duties and responsibilities may be added or changed as deemed appropriate by management.



  • Previous experience in a dispatch position is an asset

  • Experience working as part of a small team 

    • Experience working on a team with people with disabilities is an asset 

  • Strong knowledge of the GTA and TTC routes

  • Minimum 3 years of experience in customer service is required

  • Ability to work independently, take initiative, and assume responsibility with minimal supervision

  • Strong logistics skills and a keen eye for detail

  • Excellent communication skills - both verbal and written

  • Strong computer, organizational and analytical skills

  • Ability to multi-task and prioritize in a fast-paced environment

  • Work or volunteer experience at a social enterprise or in a startup environment is an asset


Contract and Position details: 

  • Full time, $40,000/annum

  • 12 month contract, with possibility of extension

    • 3 month probationary period

  • Availability: Monday-Friday, shifts range within 8:00am-6:00pm, with some flexibility

  • Location: Centre for Social Innovation, at 720 Bathurst Street, Toronto

  • Reporting to the Operations Manager


To apply: Please email the Operations Manager (devon@goodfootdelivery.com) your cover letter and resume in PDF format, and include "Operations Coordinator" in the subject line. Good Foot would like to thank all those that apply, but only those selected for an interview will be contacted. Applications will be accepted on a rolling basis with an anticipated deadline of December 13th, 2019. 

Good Foot is built on values of diversity, equity, and accessibility. Recognizing the unique contributions that individuals from marginalized communities bring to our organization, we encourage applications from people representing the diverse community we serve. Good Foot strives to create a respectful, accessible, and inclusive work environment. If you have any accommodation requests after filling out this application, please include them in your cover letter.