Program & Delivery Support Coordinator - 25 035

Job Description

With ambitious plans to triple our impact in the next three years, we are expanding our programming to match. As part of team, you will work closely with our logistics team, our volunteers, our program partners and clients to ensure our program is effective, efficient and best in class.

Key Responsibilities

Delivery & Distribution

• Safely operate vans and vehicles for multiple delivery routes per day, including urban, suburban, and rural areas within our service region.
• Load and unload pet food, supplies, and equipment—including items weighing up to and over 50 lbs—using proper lifting techniques to ensure safety and prevent damage.
• Pack and unpack shipments with organized, space-efficient, and damage-preventive methods, ensuring all items match the delivery manifests.
• Maintain vehicle cleanliness, perform daily pre-trip and post-trip inspections, and promptly report any maintenance concerns.
• Follow route schedules and timelines to ensure deliveries and pick-ups are completed within the required timeframes.

Customer Support & Service

• Greet and assist clients, donors, and partner organizations in a professional, courteous, and empathetic manner at all times.
• Manage front-line inquiries, including in-person, phone, and email communication.
• Accurately schedule client appointments for pick-ups, drop-offs, or services using our booking systems.
• Investigate and resolve complaints or delivery issues by documenting concerns, identifying solutions, and ensuring follow-up within 24 hours.

Administration

• Accurately process client and partner orders, ensuring correct item selection and quantities.
• Enter delivery, distribution, and client service data into internal systems in real time to maintain accurate and up-to-date records.
• Generate daily, weekly, and monthly reports on deliveries, stock usage, and service activity.
• Maintain organized files and logs for deliveries, receipts, and warehouse records, both in physical and digital formats.

Support

• Work closely with the Logistics Manager to prioritize daily delivery schedules, manage inventory flow, and address operational needs.
• Assist with warehouse organization, including shelf stocking, inventory counts, and equipment maintenance.
• Support the preparation and execution of special events or emergency relief deliveries when required.

‍This Role is Right for You If:

• You enjoy working with people and are a true team player – You are comfortable interacting daily with clients, volunteers, and colleagues in a respectful and professional manner. You actively contribute to a positive team atmosphere, support others when needed, and communicate clearly to ensure smooth operations.
• You enjoy driving and are skilled at loading and unloading vehicles efficiently – You have hands-on experience securing loads to prevent damage during transport, organizing items for quick access at each stop, and operating vehicles in both urban and rural settings.
• You are hardworking, focused, and committed to excellence – You take pride in doing the job right the first time, pay attention to detail, and meet deadlines consistently without compromising quality or safety.
• You are a problem solver – When challenges arise (e.g., route delays, missing items, or client concerns), you assess the situation quickly, consider available resources, and implement solutions that align with our policies.
• You are a quick learner and can multi-task effectively – You can shift between tasks such as loading a vehicle, answering client inquiries, updating records, and restocking inventory without losing accuracy or efficiency.
• You are proficient with Microsoft Office Suite (Excel, Word, PowerPoint) – You can create and update spreadsheets, write professional documents, and navigate between multiple applications. You can also learn and use new software programs (such as Shopify or delivery tracking tools) with minimal instruction.
• You are motivated by purpose – You find personal satisfaction in contributing to the mission of a nonprofit organization, understanding that your work directly impacts the welfare of animals and the community.
• You thrive in a fast-paced environment – You are comfortable with shifting priorities, last-minute schedule changes, and balancing urgent tasks without becoming overwhelmed.
• You value and enjoy working with volunteers – You understand that volunteers are essential to our mission and treat them with the same respect and appreciation as staff. You can give clear instructions, provide assistance when needed, and recognize their contributions.
• You can handle administrative tasks with accuracy and efficiency – This includes processing client orders, entering data into internal systems, generating daily and weekly reports, and maintaining organized and accurate records both digitally and physically.
• You maintain a safe and clean warehouse environment – You take responsibility for sweeping floors, cleaning work areas, monitoring for and removing safety hazards, following safe lifting and storage practices, and ensuring the warehouse is securely locked at the end of each day.