Job Description

Ride the next mile with us!
Key Responsibilities:Grievances involving IDCs: + Receive, document, and coordinate the resolution of formal complaints and disputes involving Independent Delivery Contractors, i.e. claims coming from consignees, IDC employees, etc
+ Ensure timely and impartial handling of grievances in line with contractual obligations and legal standards.
Legal & Regulatory Liaison: + Act as the first point of contact for legal matters involving Independent Delivery Contractors, employment classification concerns, and regulatory inquiries.
+ Collaborate with internal legal counsel and external advisors as needed.
IDC Grievances coming from IDCs: + Oversee and track claims raised by IDCs, i.e. financial errors in remittance, etc.
Ensure timely and impartial handling of grievances in line with contractual obligations and legal standards.Documentation & Reporting: + Maintain detailed records of all grievances, claims, and legal matters.
+ Create a dashboard for senior leadership and legal teams, highlighting trends, risks, and resolutions as well as incident rates and trends
+ Create "best practices" based on claims so that we can proactively address historical issues.
Stakeholder Communication: + Serve as a liaison between IDCs, IDC Liaison team and other departments such as Finances, Customer service and Legal departments, and foster transparent, professional relationships.
+ Provide guidance and training to internal teams on contractor-related compliance protocols.


Qualifications:Bachelor's degree in human resources, Business Administration, or a related field. 3+ years of experience in compliance, independent contractor relations, coordination with legal team, or a similar role; preferably in logistics, transportation, or gig economy sectors. Strong understanding of applicable labor laws across Canada, contractor classification, and workplace safety regulations. Strong technical skills with experience with PowerBi, Microsoft Suite, and Ticketing systems. Excellent communication, conflict resolution, and documentation skills. Ability to manage sensitive issues with discretion and professionalism.

Preferred Qualifications:Experience working with third-party logistics providers or independent contractors. Bilingual or multilingual skills are an asset.

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom's daily operations.
Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.
At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.