Job Description

At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet.

We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending.

The Final Mile Dispatcher is responsible for coordinating day-to-day final mile delivery operations with accountability for route planning, driver communication, schedule execution, delivery visibility, issue resolution, and overall service performance. This role works across dispatch, customer communication, delivery support, and exception management functions to help ensure customer requirements are met, delivery commitments are achieved, and daily workflow is completed efficiently while contributing to a responsive, organized, and high-performing operations environment.

Key Responsibilities

• Coordinate daily final mile dispatch operations including route planning, load assignment, delivery scheduling, and driver support.
• Monitor active deliveries throughout the day to ensure on-time performance, route compliance, and prompt communication of delays or service issues.
• Communicate with drivers, warehouse teams, customer service, and customers to confirm schedules, delivery status, and special handling requirements.
• Review delivery volumes, service windows, and route capacity to support efficient dispatch planning and resource utilization.
• Respond to real-time delivery exceptions such as delays, access issues, customer concerns, product damages, or missed appointments and escalate when needed.
• Ensure drivers have accurate paperwork, delivery instructions, manifests, and route information before dispatch.
• Track and update delivery information in dispatch systems, spreadsheets, and related operational tools accurately and on time.
• Support appointment scheduling, route adjustments, and re-delivery coordination based on operational needs and customer requirements.
• Work closely with internal teams to prioritize urgent deliveries, resolve service challenges, and maintain workflow continuity.
• Verify completed deliveries, monitor proof-of-delivery status, and follow up on incomplete or exception orders.
• Follow company procedures, service standards, and workplace safety requirements in all dispatch-related activities.
• Support general dispatch duties, reporting needs, and special projects as assigned based on business requirements.

Qualifications

• 2-4 years of experience in dispatch, transportation, logistics, delivery coordination, or related operations is preferred.
• Previous experience in final mile, route planning, customer delivery scheduling, or fleet support is an asset.
• Strong ability to manage multiple priorities in a fast-paced, time-sensitive environment.
• Experience using dispatch software, transportation systems, spreadsheets, and communication tools is preferred.
• Strong understanding of delivery operations, service expectations, and problem-resolution processes.
• High school diploma or equivalent is preferred; post-secondary training in logistics or transportation is an asset.

Skills

• Route coordination and dispatch planning
• Delivery tracking and exception management
• Driver communication and customer service
• Attention to detail and schedule accuracy
• Time management and decision-making under pressure
• Problem-solving and service recovery
• Organization and multitasking
• System accuracy and documentation control
• Teamwork and cross-functional communication
• Adaptability in a fast-paced operations environment

KPIs and Performance Accountability

• Maintain strong on-time delivery performance and reduce avoidable service failures.
• Support route efficiency and daily dispatch execution aligned with operational targets.
• Improve delivery visibility through timely, accurate system updates and proactive communication.
• Minimize missed appointments, re-deliveries, and unresolved service exceptions.
• Support high proof-of-delivery completion and accurate order status tracking.
• Contribute to customer satisfaction through responsive issue resolution and reliable service coordination.

Working Conditions

• This position works primarily in an operations, dispatch, or transportation environment with regular communication across drivers, warehouse staff, customer service teams, and customers.
• The role requires extended periods of computer use, phone communication, schedule monitoring, and fast-paced decision-making throughout the shift.
• Work may involve flexible hours based on delivery volumes, route schedules, customer appointments, and business needs.
• Pay will be based on experience between $20.00 - $22.00 / hour