Overview
Dispatcher, Customer Service/HelpDesk Jobs in Quebec, Canada at Intelcom | Dragonfly
Location: Quebec
About Intelcom | Dragonfly
With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last‑mile logistics. Our vision is to deliver fast, accurate, and reliable service powered by cutting‑edge technology.
Role Overview
The Dispatcher is responsible for real‑time coordination of field operations, ensuring efficient dispatching of drivers and contractors, maintaining communication with customers, and responding quickly to operational issues. This role is essential to ensuring smooth operations, on‑time deliveries, and customer satisfaction.
Key Responsibilities
- Call Management — Receive, prioritize, and process incoming requests via email and telephone from customers, drivers, contractors, and other stakeholders.
- Resource Dispatching — Assign tasks and deliveries to teams based on availability and location.
- Operations Monitoring — Monitor deliveries, routes, and proof of delivery (PODs) in real time.
- Communication — Maintain ongoing communication with drivers, contractors, and customers.
- Issue Resolution — Respond quickly to delays, service disruptions, absences, and changing priorities.
- System Updates — Process operational data required for customer proof‑of‑delivery submissions and internal payment/billing activities.
- Operational Reporting — Produce daily reports on activities, performance metrics, and operational incidents.
- Customer Service — Inform customers of delivery status and provide professional follow‑up.
Required Skills
- Organization and Time Management — Ability to manage multiple tasks simultaneously.
- Clear Communication — Excellent verbal and written communication skills.
- Problem Solving — Ability to make quick and effective decisions.
- Computer Proficiency — Microsoft Office Suite, email, and related systems.
- Customer Focus — Strong customer service mindset and professionalism.
Position Requirements
- Knowledge of Canadian territories:
Newfoundland and Labrador, Quebec, Ontario, Alberta, British Columbia. - Languages (spoken and written):
French and English.
Benefits
- Short‑and‑medium‑term growth opportunities.
- Comprehensive group insurance.
- Group RRSP program.
- Employee Assistance Program.
Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.
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Title: Dispatcher, Customer Service/HelpDesk
Company: Intelcom | Dragonfly
Location: Quebec, Canada
Category: