Cannabis Operations Associate Customer Success Jobs

Qualifications

• 
  
  
  

  • Bachelor's (Preferred)

  • Customer Service: 4 years (Preferred)

  
  

Full Job Description

Operations Associate, Customer SuccessJob Description

The Operations Associate, Customer Success’ primary role is to act as an extension of theCustomer Success Manager (CSM), actively aligning the goals of our brands with the day to day operation. This role will touch many departments, and will require rapid acquisition of operational context and a keen ability to problem solve. The customer success associate must have at least 2+ years experience in customer service, with preferred background in logistics and operations. The ability to stay calm under pressure and align well with others cross-functionally is key within this role. Some overtime and weekend work may be required. This role will report directly to the Customer Success Manager. Monday throughFriday in-house scheduling is required, this is not a remote position.

Responsibilities

• Acts as a filter for all inbound comms to help route to the appropriate owner.

• Actively monitor all comms (Front, Slack, and Phone) between Brands and

Nabis.

• Ensure timely response and effective communication by directly responding and/or monitoring all communications and escalating to the CSM as needed.
• Work closely with the CSM to keep them in the loop about non-copied comms (phone calls and texts).
• Serve as a secondary point of contact and closer for all handles as assigned by the CSM.
• Monitor active threads regularly for timely response and make sure no communications are left unattended.
• Work with fellow Customer Success Associates and CSMs to maintain a company wide tone of positivity with a focus on problem solving.
• Help other team members in forming appropriate responses to customers by sharing drafts in Front.

• Brand Operational Onboarding

• Must maintain a helpful attitude for all brands, especially the new ones who are onboarding to the platform for the first time.
• Help brands in creating their first orders and offer guidance when possible.

• Connecting Departments and closing operational gaps

• Build relationships internally and foster collaboration / cooperation between departments.

• Identify accountability gaps or grey areas between departments and consult with CSM on how to establish clear ownership.

• Strong communication skills - timely communication across all platforms (phone,

Front, Slack) and ability to determine most effective kind per situation

• Problem-solving skills and sense of ownership and leadership
• Detailed understanding of the Cannabis Industry and at least some aspects of distribution or Customer Success.
• Ability to communicate between departments with humility and understanding
• Experience with de-escalation and client retention
• Must be able to pass a background screening
• Must be at least 21 years of age

Required Skills

• Great verbal and written communication
• 2+ years of customer service experience
• Keen awareness and understanding
• Low ego
• Willingness to learn new softwares and platforms
• Adaptability
• Ability to mulit-task and take on more than one project at a time

Employee Signature _____________________________________ Date ____________________

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Job Type: Full-time

Pay: $41,600.00 - $44,000.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 4 years (Preferred)

Work Location:

• One location

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Autonomous/Independent -- enjoys working with little direction
• Innovative -- prefers working in unconventional ways or on tasks that require creativity

Work Remotely:

• No

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

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