Partner Support Coordinator at Trupanion delivering real - time support to veterinary partners via phone, email, and chat. Requires bilingual skills and experience in high - volume contact environments.
About the role
- Appliance Delivery Assistant handling deliveries and installations for Gofor Delivers. Working as part of a team to provide excellent customer service across Montreal.
Responsibilities
- Assist in securely loading and unloading the truck at the warehouse, ensuring proper load sequencing (last delivery loaded first).
- Support white glove deliveries by helping transport appliances (e.g., refrigerators, washers, dryers) to the customer’s room of choice.
- Assist with unpacking appliances, placing them, and removing debris according to company and regulatory standards.
- Support basic installation tasks, including levelling and connecting freestanding electric appliances to existing power/water sources.
- Assist with value-added services such as haul-away of old appliances, stacking washers/dryers, reversing doors, and door removal when required.
- Help remove and reinstall appliances or entryway doors to facilitate access when necessary.
- Use Android smartphones and company-approved apps for Delivery Management System (DMS) updates, photo capture, and Proof of Delivery (POD) submissions.
- Maintain accurate delivery updates through the driver application, aiming for 99% handheld compliance.
- Promptly report any device or connectivity issues to your supervisor.
- Help gather documentation (e.g., BOL, POD) to support freight claims and exception reporting.
- Assist with pre-trip vehicle checks and help maintain truck cleanliness.
- Use straps, blankets, dollies, and appliance wraps to secure products and prevent in-transit damage.
- Wear protective footwear covers (booties) and placemats to safeguard customer homes.
- Re-walk the delivery path post-installation and promptly report any incidents or property damage.
- Collaborate with the driver and supervisor to complete 18–20 deliveries per truck per day, with added support during peak periods.
- Strive to meet assigned performance goals, including on-time delivery, completion rate, and Quality of Service (QOS) targets.
Requirements
- Minimum 1 year of experience in high-volume appliance or furniture delivery, including basic installation.
- Familiarity with white glove service, including connecting and levelling washers, dryers, and other large appliances.
- Comfortable lifting and maneuvering heavy appliances with a co-worker using appropriate equipment (e.g., dollies, hand-trucks, straps).
- Knowledge of safe handling procedures for large-format items and hazardous materials
- Ability to follow all safety protocols and standard operating procedures (SOPs).
- Physically capable of working in various weather conditions and environments (e.g., stairs, tight spaces).
- Willingness to wear required PPE and use tools such as booties, ratchet straps, and floor runners
- Ability to learn and use handheld delivery tracking devices and mobile apps.
- Strong teamwork and collaboration skills; able to follow instructions and support the driver throughout the delivery process.
- Effective communication and active listening skills.
- Excellent customer service skills and a professional, respectful demeanour.
- Fluent in English and French (written and spoken).
- High school diploma required.
- Able to take feedback and adjust in real-time during deliveries.
Benefits
- Standard shifts are 13 hours per day, 3 days per week, and may include Saturdays.
- Shift schedules may change based on operational requirements; any changes will be communicated with adequate notice.
- Commitment to Fairness and Inclusion. We value integrity, professionalism, and respect in every aspect of our work. Our hiring decisions are made fairly and based on qualifications, experience, and alignment with our team values.
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