Vancouver,

Description
Hey, we’re Article. We’re a digital-first furniture brand that’s working to make everyday living better by providing an easy way for people to furnish their space. We don’t have brick and mortar stores, so we’re able to deliver better value on beautiful, modern furniture. We’ve been rapidly growing for the past several years and we’re now on the hunt for talented, enthusiastic team members to join us in Vancouver, Canada.

We’re looking for a Delivery Care Associate (Dispatcher) with final mile/home delivery experience to provide a remarkably better customer experience and coordinate with our Delivery Teams to bring our beautiful products to customer’s homes. This role is for you if you enjoy working independently while providing resolutions to our customers and delivery teams through authentic connection. You will coordinate deliveries in the Greater Urban areas within North America.

You will significantly impact the Article business by:
  • Delighting our customers by making the delivery process as positive and simple as possible.
  • Utilizing dispatch tools to optimize truck routes in a manner that keeps our costs down.
  • Overcoming delivery challenges by coordinating with customers, customer service, warehouses, and delivery teams.
  • Making every customer interaction a delightful one.

What You'll Do
  • Scheduling drivers and equipment with an eye on safety first, legal compliance, and optimization.
  • Providing remarkably better customer experiences via phone calls, emails, and text
  • Multi-tasking and navigating through several in-house and off the shelf software programs (i.e Slack, G Suite) to support customer inquiries
  • Monitoring equipment and driver progress throughout the day, watching for factors that might cause delays and taking action to keep team on track when necessary
  • Creating contingency plans and rearranging routes in order to react to continuously changing circumstances.
  • Utilizing dispatch tools to put together optimum routes for delivery teams.
  • Contacting customers via email, phone, or text to set up appointment windows and providing solutions to customer concerns or complaints
  • Setting up appointments in the most optimum order possible and devising flexible solutions to meet customers’ needs.
  • Providing product information to customers if questions arise at the delivery site.
  • Addressing any irregularities encountered at the delivery site (ie. product that does not fit, concerns about the product, etc.)
  • In case of emergency, coordinating with emergency authorities.
  • Multi-tasking and navigating through several in-house and off the shelf software programs (i.e Slack, G Suite) to support customer inquiries

Skills Knowledge & Expertise
  • 2+ years experience working as a dispatcher in a trucking operation with final mile experience preferred
  • 1+ years of Contact Centre or Customer Care experience, plus the ability to think quickly on your feet
  • Proven problem-solving skills — our customers appreciate efficiency and speedy resolutions
  • Excellent English written communication skills — you excel at being concise, clear, and you read your audience to determine the appropriate tone to use
  • Ability to retain/recall processes and product knowledge
  • A strong, clear voice and friendly phone manner
  • Strong Geography Skills - ability to pass a local Geography test.
  • Ability to use routing software
  • Ability to multi-task and work effectively in a high stress environment
  • Willingness to follow up on issues that require resolution after hours.
  • Willingness to work irregular shifts include early mornings, evenings, weekends, or holidays.
  • Proven excellent attendance record
  • Foreign language skills are an asset, but not required

Benefits
We want Article to be an amazing place to work, beyond a competitive salary, we provide:
  • A team first environment where we win together. Article employs a wide range of experts and seeks to facilitate a culture of curiosity. We take on the job learning seriously, and we have a lot of fun doing it.
  • We want Particles to have a sense of ownership, be truly invested in the long-term interests of the company, we offer stock options after one year of employment
  • Access to health and dental benefits package for you and family with a focus on your total wellbeing
  • Paid sick days and 3 weeks of vacation
  • LTD and Group Life Insurance
  • Discounts on our products so you can experience first hand why our customers love the Article experience and product.
Throughout COVID, our primary focus has been the safety of our Particles (employees), their families, community, customers, and candidates, we have COVID safety protocols to which we strictly adhere.






Article is the easiest way to create a beautiful modern space.

Article started from a desire to improve efficiency and make furniture less expensive for everyone. In 2014 we had 4 employees; now we have over 1000 and have been growing at about 50% yearly. 

Our office and warehouse space has grown from under 15,000 sq ft to over 1,200,000 sq ft, and our yearly revenue has grown to match. 

Our head office is based in Vancouver, Canada, an office in Ho Chi Minh City, and warehouses in Seattle, Los Angeles, San Francisco, Jacksonville, Austin, Dallas, Portland, Houston, Denver, Baltimore, Toronto, Boston, and New Jersey. 

Vancouver,

Article delivers original modern furniture, with outstanding attention to detail, at fair prices. Our unique, direct-to-consumer model allows us to deliver stunning, high quality furniture at a fraction of the cost of traditional retailers.

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