Cannabis Manager Herbl Help Customer Service Jobs
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Here are 1 cannabis jobs mentioning "manager herbl help customer service" in April 2024, at companies like HERBL, including positions such as Manager, HERBL Help (Customer Service).
More than 30+ days
HERBL is California’s largest cannabis distributor and supply chain solutions company servicing more than 850 storefront and non-storefront retail licensees. Founded in 2016, HERBL’s team is composed of distribution and retail experts with extensive experience in large-scale global supply chains. HERBL brings the state's leading cannabis retailers and top brands together through world-class technology, unparalleled service, and high-security, state-of-the-art facilities, and trucks. Exclusive brand partners include the leaders in flower, vapes, edibles, topicals, pre-rolls, and concentrate. To learn more, visit www.HERBL.com.
SUMMARY:
The HERBL Help Manager leads the team that is responsible for providing customer service and exception resolution in the order to delivery process and driving the development and execution of customer support technology solutions. He or she drives the process of identifying and responding to exceptions, including assigning, tracking, and closing of tickets as well as the analysis of customer care data to identify trends, gaps and opportunities. He or she is a key influencer of the development cross functional processes and continuous improvement efforts to reduce customer complaints and service exceptions. The HERBL Help Manager leads the team supporting HERBL and external Sales Reps to complete timely order placement for new and existing customers. Key performance metrics for this leader include customer service scores and perfect order (on time and accurate order to delivery).
ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS
WORK ENVIRONMENT & PHYSICAL DEMANDS
Some Travel may be required.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift to 20 pounds at times.
REQUIRED EDUCATION AND EXPERIENCE
Must be at least 21 years of age
3-5 years of experience leading teams and/or projects
High School Diploma or GED (preference given to AA or Higher degree).
AA degree minimum with focus on logistics, operations management, customer service or sales
HERBL is laser-focused on the distribution of naturally derived products, giving all of our attention to supporting brands and retailers in what’s best for their businesses. We believe having company-owned brands inherently creates a conflict of interest, so we have chosen to be a pure play distribution company. By not having company-owned competing brands, you can take comfort in knowing that every action we take is in a brand or retailers best interest.
We care deeply about relationships, integrity, collaboration, and are always committed to doing what is right. We honor this belief when working with our suppliers, our customers, and our team members. The HERBL team is a blend of individuals who have significant experience from many different backgrounds including, but not limited to Supply Chain, Sales, and Operations in high-volume distribution.
SUMMARY:
The HERBL Help Manager leads the team that is responsible for providing customer service and exception resolution in the order to delivery process and driving the development and execution of customer support technology solutions. He or she drives the process of identifying and responding to exceptions, including assigning, tracking, and closing of tickets as well as the analysis of customer care data to identify trends, gaps and opportunities. He or she is a key influencer of the development cross functional processes and continuous improvement efforts to reduce customer complaints and service exceptions. The HERBL Help Manager leads the team supporting HERBL and external Sales Reps to complete timely order placement for new and existing customers. Key performance metrics for this leader include customer service scores and perfect order (on time and accurate order to delivery).
ESSENTIAL FUNCTIONS:
- Manage, and develop the team of Order Support and Customer Care reps, ensuring we are properly staffed with appropriate training and capability to quickly and professionally resolve customer service issues.
- Monitor call center activities to obtain data on customer complaints, exception resolution, root cause, communication channels and opportunities to improve HERBL Service offerings
- Track orders from external site to HERBL systems and ensure exceptions are resolved quickly.
- Work closely with Routing and Scheduling, Warehouse Operations Brand Solutions, Sales and Finance to assign and close service resolution tasks. Partner cross functionally to take care of customer needs proactively and responsively.
- Act as Business Lead for requirements to support technology tools.
- Maintain Training library and manage the training needs of HERBL Help team
- Analyze and monitor customer service data to identify trends and process execution to identify and proactively address continuous improvement opportunities.
- Manage Customer Service Budget
- Manage communication throughout the organization regarding Customer Service.
- Other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
QUALIFICATIONS
- Hands on experience in Customer Service, Call Center or similar
- Working knowledge of Sales Force and Business Intelligence Tools, i.e., Power BI
- Working knowledge of Order and Delivery processes, including Routing and Warehouse Operations
- Knowledge of general working practices and regulations governing California cannabis industry.
- Demonstrated ability to apply critical thought processes to develop, recommend and implement strategies and programs that address operational and corporate objectives.
- Outstanding written and oral communication skills up and down the organizational hierarchy to include corporate offices.
- Demonstrated ability to resolve conflict effectively and problem solve.
- Ability to maintain a high level of confidentiality.
- Demonstrated ability to work efficiently under conditions of multiple deadlines and changing priorities.
WORK ENVIRONMENT & PHYSICAL DEMANDS
Some Travel may be required.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift to 20 pounds at times.
REQUIRED EDUCATION AND EXPERIENCE
Must be at least 21 years of age
3-5 years of experience leading teams and/or projects
High School Diploma or GED (preference given to AA or Higher degree).
AA degree minimum with focus on logistics, operations management, customer service or sales
HERBL is laser-focused on the distribution of naturally derived products, giving all of our attention to supporting brands and retailers in what’s best for their businesses. We believe having company-owned brands inherently creates a conflict of interest, so we have chosen to be a pure play distribution company. By not having company-owned competing brands, you can take comfort in knowing that every action we take is in a brand or retailers best interest.
We care deeply about relationships, integrity, collaboration, and are always committed to doing what is right. We honor this belief when working with our suppliers, our customers, and our team members. The HERBL team is a blend of individuals who have significant experience from many different backgrounds including, but not limited to Supply Chain, Sales, and Operations in high-volume distribution.
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