Job Information
Position Status: Permanent
Status: Must be legally authorized to work in Canada; MSF Canada is not in the position to support a work permit process for any applicant outside of Canada
Benefits: Health Spending Account, Lifestyle Spending Account, group insurance (Life, Dependent Life, AD&D), Peace of Mind plan (i.e. prescription drugs, accidental dental, hospital care, etc.), 5% RRSP contributions (no matching required), starting 4 weeks’ vacation/year, flexible work hours, annual professional development budget, Employee and Family Assistance Program (EFAP), and a positive and innovative office culture grounded in our core values of humanity, integrity and results.
Impact Statement
The Fulfillment Coordinator is responsible for providing superior customer support to our donors, supporting the Supporter Services team by handling escalated donor care situations, providing guidance as needed, and acting as the primary point of contact with our external fulfillment vendor. They will oversee all in-house donation processing and acknowledgements and contribute to maintaining data health in respective donor management systems.
Key Responsibilities
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 improveJob Specific Responsibilities
Donor Care - Directly support the department with escalated donor issues, such as complaint escalations, troubleshooting and problem resolution Donation Processing & Data Hygiene - Process donation and updates donor record and actions; Oversee data entry to ensure accuracy and ensures the information is updated during any point of contact Relationship building and team orientation- Train and coach Supporter Services Representatives on MSF content, systems, and processesPlease CLICK HERE for complete description.
Knowledge and Experience
Demonstrated working knowledge of donor management systems (Raiser’s Edge, Luminate, ReceipterPro® ) Experience in customer care, gift administration, fulfillment, or gift processing Solid computer skills with proficiency in Microsoft Office Suite Experience in vendor relationship managementEducation, Certifications, and Languages
Education or training in Fundraising, Customer Service, or a related relevant field Proficient in English, with exceptional copy writing and editing skillsApplication Interested candidates are invited to apply by providing their resume and responding to the online application questions (in lieu of providing a cover letter). The deadline for applications is Friday, August 18, 2023 by 9:00am EDT. Only electronic applications will be accepted.
NOTE: Any questions or concerns regarding accommodation and accessibility may be addressed to ask.hr@toronto.msf.org.