Position Description: Dispatch & Receiving Coordinator

Department: Operations

Accountable To: Service / Operations Manager

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1. Position Summary

The Dispatch & Receiving Coordinator is responsible for coordinating client service requests, scheduling service and delivery appointments, and managing incoming and outgoing healthcare equipment and inventory. This role acts as a central communication link between clients, technicians, drivers, warehouse operations, and internal teams to ensure efficient workflow, accurate inventory control, and exceptional customer service.

The position combines dispatch coordination, customer communication, receiving, warehouse support, and administrative responsibilities while maintaining a strong focus on operational efficiency, client satisfaction, and teamwork.

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2. Qualifications

2.1 Education

- Minimum Grade 12 secondary school diploma
- Relevant post-secondary education considered an asset

2.2 Experience

- Minimum 2–3 years of experience in dispatch, logistics, customer service, warehouse operations, or related field
- Experience in healthcare equipment or service coordination considered an asset
- Working knowledge of computerized scheduling, dispatch, or inventory systems
- Knowledge of Sage 300, Goldmine, or similar systems considered an asset
- Clean criminal background check considered an asset
- Valid Class G driver’s license considered an asset

2.3 Abilities & Competencies

- Strong organizational and multitasking abilities
- Excellent verbal and written communication skills
- Strong customer service orientation
- Ability to work effectively in a fast-paced, high volume environment
- Strong problem-solving and decision-making skills
- Willingness to learn healthcare equipment
- Ability to prioritize competing responsibilities
- Strong attention to detail and accuracy
- Ability to work independently and collaboratively
- Commitment to confidentiality of business and client information

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3.



Key Responsibilities

3.1 Dispatch & Client Coordination

- Respond to client inquiries by phone and email in a timely and professional manner
- Schedule service, delivery, installation, maintenance, and repair appointments
- Coordinate technician and driver schedules to maximize route efficiency and response times
- Act as liaison between clients, technicians, drivers, and internal departments
- Monitor and manage work order status updates and communicate progress to clients
- Complete and review repair and service documentation with clients
- Ensure smooth communication with clients regarding repairs, delays, quotes, and service expectations
- Handle challenging situations professionally and escalate concerns when required
- Process billing, payments, and documentation related to client services

3.2 Receiving & Inventory Operations

- Receive incoming inventory and verify shipments against documentation
- Process inventory receipts and transfers according to company procedures
- Maintain accurate inventory records and shipping documentation
- Gather, organize, and stage equipment and products for delivery or service
- Input client, product, and inventory information into computerized systems
- Support inventory accuracy through regular organization and tracking practices
- Assist with warehouse cleanliness, organization, and safety standards
- Coordinate movement of equipment between departments and locations as required

3.3 Client Service & Support

- Provide excellent customer service and support to clients and caregivers
- Assist clients with basic operational information regarding equipment use and service processes




- Support retail and distribution operations as required
- Ensure client needs are addressed promptly and professionally
- Promote a positive client experience through effective communication and follow-up

3.4 Administrative & Team Responsibilities

- Maintain accurate documentation related to service, inventory, equipment, and client interactions
- Prepare operational and shipping information for reporting purposes
- Support telephone reception, message routing, and voicemail monitoring as required
- Attend team meetings and contribute to continuous improvement initiatives
- Identify operational improvement opportunities and communicate suggestions to management
- Maintain confidentiality of all business and customer information
- Perform additional duties as assigned

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4. Work Environment

- Combination of office, warehouse, and customer service environments
- Fast-paced, high volume, operational setting with frequent communication and coordination tasks
- Occasional lifting, moving, and handling of healthcare and mobility equipment
- Adherence to workplace safety, infection prevention, and confidentiality standards

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5. Performance Expectations

Success in this role requires:

- Excellent customer service and communication
- Efficient dispatch coordination and scheduling
- Accurate inventory and documentation management
- Solid organizational discipline and follow-through
- Ability to multitask and adapt to changing priorities
- Professional handling of client concerns and operational issues
- Collaborative teamwork and positive attitude
- Commitment to operational efficiency and continuous improvement

AI is not used at any time during the hiring process.

Job Type: Full-time

Pay: $22.00-$24.00 per hour

Benefits:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off

Experience:

- operations: 1 year (required)

Work Location: In person

📌 Service Advisor and dispatch (Stratford)
🏢 Ontario Home Health
📍 Stratford