About us

We are Good Protein, one of Canada’s fastest-growing CPG brands. Since 2019, our mission has been to make nutrition more accessible by creating delicious plant-based products that go beyond protein. From All-in-One shakes and superfood juices to formulas that support muscle growth and recovery, our products are crafted with nature’s most delicious superfoods—delivering real benefits without compromising on taste or texture.

Today, we’re proud to have sold more than 75 million shakes and helped hundreds of thousands of Canadians build healthier daily habits.

Our team is made up of passionate, driven individuals who aren’t afraid to think outside the box. We thrive in a quick-paced environment where creativity, collaboration, and taking initiative are encouraged. Everyone on the team plays an important role in shaping the future of the brand, and we’re always looking for people who are excited to bring new ideas to the table and grow with us!

About the Role

As a key member of the Customer Experience team, the Delivery Specialist owns the full lifecycle of a delivery issue, from the moment a customer reports a lost, damaged or delayed package to the final carrier claim and resolution. This is a hybrid role: about half the job is customer-facing resolution and communication, and the other half is carrier relationship management, claims and logistics operations. Strong candidates are comfortable moving between both in the same day.

You will report to the Customer Experience Director and work closely with the Operations and Marketing teams, as well as our 3PL partner. This includes facilitating carrier communications, monitoring shipment updates and flagging potential partner issues.

Key Responsibilities

- Respond to 80–120 weekly tickets related to lost, damaged,



delayed or misrouted packages.

- Investigate delivery issues (POD review, address verification, fault determination) and decide on the right resolution, such as replacement, refund or compensation, within approval guidelines.

- Collaborate closely with Customer Experience (CX) agents to align internal updates with external customer communications.

- Manage escalations involving sensitive or high-value customers, and handle compensation decisions in line with approval rules.

- Coach and support the Delivery Support Agent and CS colleagues on delivery-issue handling and escalation judgment.

- Submit, track and follow up on shipping claims with carriers via our third-party logistics (3PL) partner.

- Own carrier relationship management and hold carriers accountable to service levels (GoBolt, Canada Post, UniUni, Dragonfly/Intelcom).

- Monitor shipment tracking and reporting tools (e.g., Wonderment) and act on flagged exceptions.

- Maintain claims oversight: filing, follow-up and reporting/analysis of claims trends.

- Design and implement updated procedures to improve response times, resolution quality and customer satisfaction.

- Create and maintain SOPs for the delivery function.

- Lead or support the rollout of new logistics systems and features, including internal training.

- Serve as the primary liaison between internal teams and the 3PL,



ensuring clear communication around delivery expectations and service updates.

- Escalate recurring issues or partner-related concerns to the Customer Experience Manager for resolution.

Qualifications

- Experience in a role that combined customer service and logistics/operations, or strong experience in one with clear exposure to the other.

- Experience with Gorgias (or similar platforms like Zendesk, Freshdesk) and Shopify.

- Knowledge of Wonderment (or similar eCommerce tracking platforms) is an asset.

- Experience with Google Suite, Slack and Excel (pivot tables, data analysis) is an asset.

- Comfortable working across two different modes in the same day: empathetic customer communication and analytical, detail-driven carrier/claims work.

- Strong customer service skills, particularly in managing escalations.

- Ability to coach and support colleagues collaboratively.

- Self-starter with excellent prioritization and problem-solving skills, able to triage when ticket volume and operational work compete for time.

- Comfortable in fast-paced, constantly evolving environments.

- Excellent written communication skills in French and English.

What We Offer

- A hybrid work environment with a mix of in-office (H4C 1E2) and remote work.

- Group insurance (dental, medical, telemedicine) 60% covered by the employer.

- $600 annual wellness budget to support your physical, mental, and financial well-being

- 20% discount on your OPUS public transit pass.

- 50% employee discount on all our products

- 50% discount on the building’s gym membership (B52)

- Flexible working hours, allowing for a better work-life balance.

- Discounted ready-to-eat meals.

- A vibrant and collaborative workplace.

📌 Delivery Specialist (Montreal)
🏢 Good Protein
📍 Montreal