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Fulfillment Coordinator

Toronto

Applications will be accepted until 9:00am on Wednesday, 6 August 2025 EDT

Salary Grade: Level 13 - $64,251 in starting year

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.

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.  

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

A complete, detailed job description is available HERE.

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.

Any questions or concerns regarding accommodation and accessibility may be addressed to ask.hr@toronto.msf.org.

 

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Applicants 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.

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I speak, read and write in the following languages: *

French, while not required for all positions, is always an asset.

Demographic Questions (Optional) / Questionnaire démographique (participation volontaire)

MSF Canada is a people-focused humanitarian organization that is proud to offer a diverse, collaborative, and inclusive work environment. We strongly believe this approach enhances our work and we’re committed to equity in employment. The organization seeks to attract and engage the best professionals to join and maintain meaningful, productive and lasting work relationships. We embrace diverse motivations and backgrounds of people working together to exhibit their passion in action for the social mission of MSF. / Organisation humanitaire se préoccupant des êtres humains, MSF Canada est fière d’offrir un milieu de travail diversifié, collaboratif et inclusif. Nous croyons fermement que cette approche valorise notre travail. Nous souscrivons aussi au principe de l’équité en matière d’emploi. L’organisation cherche à attirer et à embaucher les professionnels les plus compétents et à entretenir avec eux des relations de travail fructueuses, productives et durables. Nous favorisons les motivations et expériences différentes des personnes qui, en collaborant, expriment leur passion dans l’action en faveur de la mission sociale de MSF.  

MSF Canada acknowledges the existence of systemic racism and oppression and is committed to sustaining and strengthening its anti-racism and anti-oppression (AOAR) efforts. / MSF Canada reconnaît l'existence de l'oppression et du racisme systémiques, et s'engage à maintenir et à intensifier ses efforts de lutte contre le racisme et l'oppression.

As MSF Canada continues to grow and strive to remove barriers in its offices in Canada and in MSF work environments abroad, we welcome applications from individuals with unique experiences of intersectional oppression on the basis of their social markers such as their ethno-racial identity, age, gender identity, education, socio-economic status or place of origin. / Alors que MSF Canada continue de grandir et de travailler à l'élimination des barrières dans ses bureaux ici au pays et les projets MSF à l'étranger, nous encourageons les individus ayant des expériences uniques d'oppression intersectionnelle sur la base de leurs marqueurs sociaux, tels que l'identité ethnoraciale, l'âge, l'identité de genre, l'éducation, le statut socio-économique ou le lieu d

 Responses to the below questions are completely voluntary and are not associated with your individual application and has no impact, in any way, in the hiring decision. The data collected will be used in aggregate only to help us identify areas of improvement in our recruitment process.  / Les réponses aux questions ci-dessous sont entièrement volontaires, ne sont pas associées à votre candidature individuelle et n'ont aucune incidence, de quelque manière que ce soit, sur la décision d'embauche. Les données collectées seront seulement utilisées sous une forme agrégée afin nous aider à identifier les domaines d'amélioration à l'intérieur de notre processus de recrutement.

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