Job Description

Position Purpose and Objectives:

Reporting to the Director, Channel Operations, the Operations Support Specialist is responsible for the ongoing support of items relating to proper operational activities in sales channels within Cannabis NB. The Operations Specialist will play a key role in preparing & reviewing reports, creating and maintaining operational documentation, as well as being the key escalation contact to resolve daily operational issues. Along with supporting the daily needs of the retail sales channels, the Operations Support Specialist will deliver excellence in customer service by answering or directing support calls and emails from our different channel sales customers as needed.

Essential Job Functions

Daily review of operational items through our CRM & ERP software. Provide and implement solutions to commonly escalated issues. Review, consolidate and finalize customer escalation reporting each period. Review, consolidation & prepare operational data for sales channels periodically. Be responsible for inbound and outbound call escalations as required, communicating to the required subject matter experts as required. Closely collaborate with cross-functional departments to support channel sales operations. Monitor and communicate trends in e-commerce customer orders, including potential fraudulent activity to stakeholders as necessary. Manage communication through the shared email inboxes, escalating issues as they arise to the necessary stakeholder. Maintain and improve operational support processes and documentation. Ensure the completion of team deliverables and adhere to team budgets, with recorded documentation as necessary. Review and coordinate e-comm shipment issues and correction Manage customer escalations relating to service or product concerns, coordinate with either internal or external stakeholders to provide customers with a solution. Support in consolidating data/information for the purpose of audits or investigations Other duties as assigned.

Qualifications

+ Strong written and verbal skills

+ Knowledge of Dynamics 365 Finance & Operations is considered an asset.

+ Ability to work a flexible schedule including possibility for evenings and weekends.

+ Ability to work independently in a remote setting with minimal supervision.
+ Previous experience in development of process documentation is considered an asset.

+ Intermediate knowledge of Microsoft Office Suite of products, including Word, Excel, Powerpoint is required.

+ Understanding of retail operations and customer service
+ Written and verbal proficiency in French and English is required.

Why Join Us?

+ Competitive salary and comprehensive benefits package.
+ Opportunity to work in an exciting and rapidly evolving industry.
+ A supportive and inclusive team environment that fosters innovation and growth.
+ Career development opportunities and professional growth within Cannabis NB.
+ A chance to contribute to a growing organization with a commitment to delivering high-quality customer experiences.

Working Conditions:

+ Must be 19 years of age or older
+ Must be willing to travel to our locations across New Brunswick when needed for meetings and events; note that some events may take place after business day/weekends
+ Remote (Must be based in New Brunswick at time of employment)