| Customer Care Representative |  |
Sep 28, 2021🔗 👁️ 135 135 Views
🏢 HERBL 📍 Santa Rosa, CA
💰 DOE 🗓️ Full-time 🏷️ Supply Chain 📛 No license required
About our company
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.
Job description
Responsibilities
- Create sales orders, monitor shipment status, issue invoices and resolve discrepancies
- Receive and qualify customer order inquiries and POs (through email, phone or other online communications)
- Send sales order confirmation to customers and sales representatives within the specified SLA’s
- Update and maintain existing sales orders
- Proactively communicate exceptions in delivery or order fulfillment issues to brands, sales reps, as they arise. Look for remedy opportunities to ensure completion of sale.
- Coordinate with Routing and Scheduling to ensure the on- time delivery of partner orders
- Coordinate with Finance to ensure payments are scheduled and collected on time
- Assist handling customer/delivery driver inquiries adhering to HERBL’s policies and to ensure compliance with current regulations
- Assist internal teams (Logistics, Order Fulfillment, Accounts Receivable, Finance, Sales) to ensure all order management related activities are executed properly
- Customer RMA handling including assigning RMA numbers from JDA/SAP, overall support to Sales and Inventory teams, and frontline related to RMA creation with the Sales teams
- Anticipates issues and actively works to mitigate them for the greatest customer experience
Experience & Education
- Experience in order management, logistics or cannabis industry is preferred
- METRC experience a plus
- Experience in a call center environment is helpful
- Working knowledge of Excel, Outlook and/or METRC
- SAP, JDA and/or Salesforce experience is a plus
- Ability to resolve complex issues while managing at least 3 simultaneous computer applications
- Commitment to fostering long term customer relationships
- Effectively resolve technical issues
- Flexible to change management along with the ability to take initiative.
- Organized, proactive and attentive to details
- Bachelors degree in any field or relevant work experience
- 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.