Appliance Delivery Assistant

General Summary:

The Appliance Delivery Assistant plays a key role in delivering a seamless customer experience. Working in a two-person team, this role supports the safe delivery, placement, and basic installation of appliances and large-format items in homes and businesses across Montreal. The Assistant helps prepare for each delivery, assists with in-home setup, and ensures care is taken to protect both the product and the customer’s property.

The position is customer-facing and requires professionalism, physical capability, and attention to detail. Using handheld devices to track progress and document each stop, the Assistant helps ensure all service KPIs are met. Delivery issues must be escalated promptly to support timely and customer-focused resolution.

Primary Duties and Responsibilities:

Delivery Support & Installation Assistance

• Assist in securely loading and unloading the truck at the warehouse, ensuring proper load sequencing (last delivery loaded first).
  
• Support white glove deliveries by helping transport appliances (e.g., refrigerators, washers, dryers) to the customer’s room of choice.
  
• Assist with unpacking appliances, placing them, and removing debris according to company and regulatory standards.
  
• Support basic installation tasks, including levelling and connecting freestanding electric appliances to existing power/water sources.
  
• Assist with value-added services such as haul-away of old appliances, stacking washers/dryers, reversing doors, and door removal when required.
  
• Help remove and reinstall appliance or entryway doors to facilitate access when necessary.
  

Technology Use & Documentation

• Use Android smartphones and company-approved apps for Delivery Management System (DMS) updates, photo capture, and Proof of Delivery (POD) submissions.
  
• Maintain accurate delivery updates through the driver application, aiming for 99% handheld compliance.
  
• Promptly report any device or connectivity issues to your supervisor.
  
• Help gather documentation (e.g., BOL, POD) to support freight claims and exception reporting.
  

Safety & Property Protection

• Assist with pre-trip vehicle checks and help maintain truck cleanliness.
  
• Use straps, blankets, dollies, and appliance wraps to secure products and prevent in-transit damage.
  
• Wear protective footwear covers (booties) and place mats to safeguard customer homes.
  
• Re-walk the delivery path post-installation and promptly report any incidents or property damage.
  
• Follow Canadian hazardous materials handling and disposal guidelines, including recycling haul-away appliances.
  

Issue Escalation & Claims

• Report any lost, stolen, or damaged items with photo documentation and BOL references.
  
• Immediately notify supervisors of any major property issues (e.g., water damage, injury, fire) and assist in claim resolution within 30 days.
  

Team Collaboration & Professionalism

• Collaborate with the driver and supervisor to complete 18–20 deliveries per truck per day, with added support during peak periods.
  
• Adhere to dress code and company facility policies; maintain a professional appearance and customer-focused attitude.
  
• Strive to meet assigned performance goals, including on-time delivery, completion rate, and Quality of Service (QOS) targets.
  
• Perform other duties and special projects as assigned.
  

Qualifications & Skills:

• Minimum 1 year of experience in high-volume appliance or furniture delivery, including basic installation.
  
• Familiarity with white glove service, including connecting and levelling washers, dryers, and other large appliances.
  
• Comfortable lifting and maneuvering heavy appliances with a co-worker using appropriate equipment (e.g., dollies, hand-trucks, straps).
  
• Knowledge of safe handling procedures for large-format items and hazardous materials
  
• Ability to follow all safety protocols and standard operating procedures (SOPs).
  
• Physically capable of working in various weather conditions and environments (e.g., stairs, tight spaces).
  
• Willingness to wear required PPE and use tools such as booties, ratchet straps, and floor runners
  
• Ability to learn and use handheld delivery tracking devices and mobile apps.
  
• Strong teamwork and collaboration skills; able to follow instructions and support the driver throughout the delivery process.
  
• Effective communication and active listening skills.
  
• Excellent customer service skills and a professional, respectful demeanour.
  
• Fluent in English and French (written and spoken).
  
• High school diploma required.
  
• Able to take feedback and adjust in real-time during deliveries.
  
• Personal qualities include: integrity, reliability, high standards, a strong work ethic, and a commitment to customer satisfaction.
  
• Calm under pressure and adaptable to extended hours or shifting schedules during peak periods.
  

Working Conditions:

• Standard shifts are 13 hours per day, 3 days per week, and may include Saturdays.
  
• Shift schedules may change based on operational requirements; any changes will be communicated with adequate notice.
  
• The role is field-based and physically demanding, involving regular heavy lifting, stair navigation, and work in varied residential and commercial environments.
  
• Work is performed in all weather conditions and may require frequent entry into customer homes or buildings.