Customer Service Manager (Cannabis instant delivery)

Jobs Facts

Job Status: Open
Job Title: Customer Service Manager (Cannabis instant delivery)
Location: Irvine, CA
Industry: Cannabis / Marijuana
Market: California
Channel: Ecommerce
Reporting to: Operations Director
Languages: English only
Visa: No Sponsorship available
Job ID: JO-2011-839

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Job Description

Our Client

Our client is a fast growing company cannabis ecommerce / instant-delivery company. The company is a well-funded, rapidly growing cannabis delivery platform looking to build out and all-star team.

Objective

As Customer Success Manager based in Irvine CA, you will utilize data to make operational innovations and build an exceptional delivery team. To be successful you will collaborate closely with Dispatch, Delivery, Purchasing and Marketing to strategize and solve problems quickly. 

Responsibilities

  • Establish KPI’s for the customer service team
  • Build and manage the customer service with a focus on customer engagement, satisfaction, upselling and retention
  • Collaborate with dispatch and inventory management to identify potential order fulfillment issues 
  • Make recommendations and  process improvements
  • Recruit, select, train and develop team members to build a positive, cohesive and stable team
  • Manage compliance issues specific to cannabis delivery
  • Provide feedback and performance management the customer service team

Requirements

  • 3 years of previous management experience in a relevant area such as call center, customer service or dispatch
  • Experience in a startup environment
  • Experience with ecommerce and/or logistics platforms like Dutchie and Blaze 
  • Industry experience in cannabis delivery or other app based delivery to consumers; Medmen, Cura CS, Kush Bottles, Mammoth Distribution, Weedmaps, BudMan, Instacart, Uber Eats, goPuff, EatStreet
  • Ability to work from our Irvine headquarters and travel to various locations throughout the region
  • Ability to work in a fast paced environment- the design, build and drive the car all at once
  • Appreciated previous experience: Medmen, Cura CS, Kush Bottles, Mammoth Distribution, Weedmaps
  • Appreciated previous titles: Customer Service Manager, Call Center Manager, Customer Service Director

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