Fulfillment Coordinator

At the core of Doctors Without Borders/Médecins Sans Frontières (MSF) Canada’s identity is a commitment to medical ethics, independence, neutrality, and impartiality. We go where people’s medical needs are greatest. These ideals have driven every aspect of our work – from medical care and logistical coordination, to finance and communications – since MSF was established in 1971.

MSF Canada is looking for someone who will be responsible to:

• Provide support and guidance to our in-house Supporter Services Representatives, via training, coaching, and scheduling of priorities
• Support in-house administrative duties, including, but not limited to receiving, coding and handling fundraising mail and donation processing
• Fulfill cards, certificates, and promotional assets
• Liaison with fulfillment vendor to deliver on service level agreements related to our business practices and identify efficiencies on how we do business
• Maintain, establish and promote best practices and standards for a positive donor experience, with a drive to constantly improve
• Directly support the department with escalated donor issues, such as complaint escalations, troubleshooting and problem resolution
• Process donation and updates donor record and actions and oversee data entry to ensure accuracy and ensures the information is updated during any point of contact
• Train and coach Supporter Services Representatives on MSF content, systems, and processes

The successful candidate will bring to MSF Canada:

• Demonstrated working knowledge of donor management systems
• Experience in customer care, gift administration, fulfillment, or gift processing
• Solid computer skills with proficiency in Microsoft Office Suite
• Experience in vendor relationship management
• Education or training in Fundraising, Customer Service, or a related relevant field
• Proficiency in English, with exceptional copy writing and editing skills

MSF Canada will provide:

• Starting 4 weeks' of vacation per year
• Access to an Employee and Family Assistance Program (EFAP)
• Flexible work hours and a hybrid working model (minimum 40% in office)
• An accessible open concept, shared office space with bookable workstations (consisting of sit/stand desks, swivel chair, laptop with dock and double monitors) and various sized meeting rooms
• A commitment to incorporating equity, diversity, and inclusion in everything
• 5% RRSP contributions (no employee matching required)
• Health Spending Account
• Lifestyle Spending Account
• Group insurance (Life, Dependent Life, AD&D)
• Peace of Mind plan (prescription drugs, accidental dental, hospital care, etc.)
• Annual professional development budget
• A positive and innovative office culture is based on core values of humanity, integrity and results

Candidates must be legally authorized to work in Canada; MSF Canada is not able to support or relocate candidates from outside Canada.