Customer Service Representative - Toronto, Canada - OCS

OCS

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older.

We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.

We're a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.

We're an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role

The CSR will assist in end-to-end processing of wholesale/retailer orders, including providing accounts receivable support, monitoring orders, optimizing multi-channel delivery fulfillment, supporting fraud and order management review, Quality Assurance complaint intake and resolution, delivery investigations, wholesale on-boarding and Retailer Contract maintenance, and problem-solving any transactional order concerns.

The CSR will proactively review orders for any on-hold or delayed orders to resolve discrepancies or escalate the order to appropriate internal support and help OCS maintain excellent customer service standards.

In addition, the CSR will provide KPIs and trend analysis of OMNI Channel customer interactions and provide recommendations to ensure continuous improvement.

About Your Day

Support customer transactional ordering and fulfillment processes, working with Account Management, Supply Chain, Quality Assurance and Merchandising teams.
Provide customer with up to date information on product selection and availability, by working with the merchandising and supply chain departments
Support Account Managers in the onboarding new customers, ensuring a high standard of customer care. Liaise with AGCO licensing officers, Finance and Legal to ensure accurate retailer contract and account information.
Assist in the resolution of account/order reconciliation discrepancies (ex. Shipment/delivery concerns, order status updates, inventory errors)
Assist customers with information, education and FAQ with social responsibility and customer service as the foundation for responses.
Investigate and work to resolve customer concerns by liaising with OCS internal business partners to provide solutions.
Monitor OMNI Channel order deck, ensuring orders are tracking for ontime and accurate processing/delivery.
Proactively investigate orders that are onhold or appear to have a discrepancy, or require a return, liaising with other teams as needed.
Resolve simple order challenges (ex. Address errors or typos) and escalate complex order issues to appropriate internal department.

About You

Completion of Secondary School. Postsecondary education in business, commerce, or related field of study would be an asset.
2+ years of Customer Service work experience. Experience with a dedicated client base or in a contact center would be an asset.
Intermediate Microsoft Office Skills
Excellent customer service skills
Bilingualism (French/English) would be a strong asset.

Remote Work