Delivery Specialist

Good Protein; Montreal; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

Join a leading wellness brand in Canada as a Delivery Specialist. You'll ensure a top-tier customer experience by resolving delivery issues and optimizing logistics operations. Collaborate with teams to enhance service levels and satisfaction. If you're passionate and driven, this is your opportunity to make an impact in a fast-growing company committed to health and wellness.

Benefits

Discounts on plant-based products

Comprehensive benefits with 50% employer contribution

Hybrid work flexibility

Qualifications

• Experience in customer service or logistics environment.
• Strong customer service skills, especially in managing escalations.

Responsibilities

• Resolve delivery-related issues and manage carrier claims.
• Respond to 80–120 weekly logistics tickets.
• Design and implement updated procedures for customer satisfaction.

Skills

Customer Service

Problem Solving

Communication

Collaboration

Education

Bachelor’s Degree

Tools

Gorgias

Shopify

Google Suite

Excel

Job description

We’re Good Protein — one of the fastest-growing wellness brands in Canada. Since our launch in 2019, our innovative plant-based shakes have delighted over 200,000 customers — and we’re just getting started!

As we continue to grow rapidly both online and in retail, our mission is to become a household name and bring our game-changing protein products to the global stage over the next two years.

We believe in the power of plants and are committed to crafting the most delicious all-in-one shakes out there. If you're passionate, driven, and ready to make an impact, join us in shaping a healthier, happier future for everyone.

Position Overview :

The Delivery Specialist plays a key role in ensuring a top-tier customer experience and supporting logistics operations. You will be responsible for resolving delivery-related issues (lost, damaged, or delayed packages), managing carrier claims, reporting logistics data, and optimizing order processing workflows.

You will report to the Customer Experience Manager and work closely with the Operations and Marketing teams. Additionally, you will collaborate with our 3PL to ensure smooth logistics operations by facilitating carrier communications, monitoring shipment updates, and addressing potential partner issues. This role directly impacts customer satisfaction, loyalty, and brand perception.

Key Responsibilities Customer & Logistics Support :

1. Respond to 80–120 weekly logistics tickets related to lost, damaged, delayed, or misrouted packages.
2. Submit, track, and follow up on shipping claims with carriers via our third-party logistics (3PL) partner.
3. Create shipping labels, coordinate package preparation, and monitor successful deliveries.
4. Collaborate closely with Customer Experience (CX) agents to align internal updates with external customer communications.

Process Improvement :

1. Design and implement updated procedures to enhance response times, issue resolution, and customer satisfaction.
2. Participate in large-scale projects like evaluating and implementing logistics tools via RFPs.
3. Lead or support the rollout of new logistics systems and features, ensuring internal alignment and training.

Administrative Management :

1. Review and validate carrier and distribution center invoices for accuracy and contract compliance.
2. Verify ongoing compliance with service-level agreements (SLAs) outlined in logistics contracts.
3. Serve as a liaison between internal teams and the 3PL, ensuring clear communication around delivery expectations and service updates.
4. Escalate recurring issues or partner-related concerns to the Customer Experience Manager for resolution.

Profile Requirements :

1. Experience in a customer service or logistics environment.
2. Experience with platforms like Gorgias (or similar such as Zendesk, Freshdesk) and Shopify.

Nice to Have :

1. Knowledge of Wonderment (or similar eCommerce tracking platforms).
2. Experience with Google Suite, Slack, Excel (pivot tables, data analysis).

Skills :

1. Strong customer service skills, especially in managing escalations.
2. Ability to coach and support colleagues collaboratively.
3. Self-starter with excellent prioritization and problem-solving skills.
4. Comfortable in fast-paced, constantly evolving environments.
5. Excellent verbal and written communication skills in French and English.

Education :

1. Bachelor’s Degree preferred.
2. High-growth environment: Be part of one of Canada’s most dynamic wellness brands.
3. Health perks: Discounts on plant-based products and healthy meal options.
4. Comprehensive benefits: Insurance plan with 50% employer contribution after 3 months.
5. Hybrid flexibility: Enjoy a balance of remote and in-office work.
6. Culture: Join a passionate, collaborative, and innovative team shaping the future of wellness in Canada!