Delivery Account Operations Associate

Downtown Toronto, ON

emergiTEL is hiring a Delivery Account Operations Associate Tier 1 for our client in the Education industry. This is a 12 months Contract role.
Compensation: 25-31.23/hr inc
Location: 200 King St. East, Toronto, Ontario, Canada M5A 3W8
Job Description (English)
About the Role The Delivery Account Operations Associate Tier 1 supports mailroom, shipping, document preparation, and imaging operations for our education client. The successful candidate will deliver high-quality service, support operational efficiency, and contribute to service excellence.
Key Responsibilities
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Deliver services in accordance with established Service Level Agreements (SLAs) and Statements of Work (SOWs).
Resolve customer issues and escalations or escalate them appropriately.
Perform quality checks to ensure accuracy and compliance with standards.
Follow all safety, security, and operational procedures.
Work independently and collaboratively within a team environment.
Provide coverage for absent team members as required.
Perform additional duties assigned by management.

Mail and Shipping
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Receive, sort, process, and distribute mail, packages, and supplies.
Notify recipients of deliveries as required.
Complete scheduled mail runs and package pickups.
Process outgoing mail and courier shipments using the most efficient and cost-effective methods.
Track, trace, and resolve shipping and courier issues.
Operate, clean, and maintain mailroom and shipping equipment.
Coordinate with third-party vendors for equipment service when required.

Document Preparation
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Validate and reconcile incoming boxes and files.
Prepare documents for scanning by removing staples, clips, bindings, and other materials.
Scan and track box barcodes using handheld scanners.
Insert separator sheets to ensure proper document indexing.
Identify oversized and undersized documents requiring special handling.
Escalate production exceptions to the team lead.

Imaging and Scanning
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Operate high-speed scanning equipment to convert physical documents into digital formats.
Conduct image quality reviews to identify:
- Double feeds
- Folded corners obscuring content
- Poor image contrast or threshold issues
- Barcode separator processing errors
Convert scanned documents, microfilm, and microfiche according to client requirements.

Required Skills and Qualifications
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Strong attention to detail.
Excellent communication and customer service skills.
Professionalism, punctuality, and adherence to workplace policies.
Experience with mail services, print production, or document management environments.
Strong technical aptitude and ability to learn equipment and systems.
Ability to work independently and within a team.
Graphic design experience is considered an asset.

Physical Requirements
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Ability to sit and stand for extended periods.
Ability to lift up to 50 lbs.

Work Arrangement
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On-site position.
Monday to Friday, 8:00 AM to 4:30 PM.
Business casual dress code.

Updated Additional Requirements:
Print Production:
• Understanding of workflow tools such as Free Flow and Fiery
• Point of contact to receive customer requests, provide estimates, schedule, and track print production request/s
• Track and store jobs as customer requires for reuse at a future date
• Wrap, pack, label, and ship finished product
• Problem solve basic issues to complete production, delivery, and output requirements
• Ability to be on your feet for up to 80% of your day
SKILLS
• Intermediate use of MS Office, Adobe and other relevant software
• Ability to work with minimal supervision
1 to 2 years’ experience in a Digital Print Shop and Customer Service environment
• Minimum High School diploma or equivalent
EXPERIENCE:
• Ability to multitask
• Excellent communications skills (oral and written)
• Ability and willingness to learn and develop
• Ability to lift up to 50 pounds
• Maintain appropriate supply inventory levels
• Maintain reporting logs and information for billing purposes
• Perform basic quality inspection before, during and after output of each production run
• Operate standard finishing equipment (paper cutters, bindery, laminating, desktop folders and drill)
• Operate digital print equipment – Black & White and Colour Copiers/Printers