Customer Service Representative

Customer Service Representative (12-Month Contract) Join to apply for the Customer Service Representative (12-Month Contract) role at OCS Ontario Cannabis Store. About OCS The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and serve as the provincial wholesaler of cannabis for private retail stores. Working at the OCS is a unique opportunity to be part of an agile start‑up in a ground‑breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that ensures every voice is heard. About the Role We’re looking for a Customer Service Representative (CSR) to be the first point of contact for private recreational cannabis retailers and eCommerce customers. In this role, you’ll deliver high‑quality, customer‑focused service across multiple channels including phone, live chat, and email, and play a key part in the end‑to‑end processing of wholesale and retailer orders. You’ll support accounts receivable, monitor order flow, optimize multi‑channel fulfillment, and assist with fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions. You’ll also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. Proactively managing order delays or discrepancies and escalating issues as needed ensures excellent service standards. You’ll contribute to continuous improvement by tracking KPIs, analyzing trends in customer interactions, and offering actionable insights to enhance the customer experience. About Your Day Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat. Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions. Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams. Proactively monitor and resolve order issues such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary. Maintain accurate CRM records of customer interactions, issues, and solutions. Guide customers through returns in alignment with OCS policies and QA standards. Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal. Support emerging distribution channels including Click & Collect, consumption lounges, and same/next‑day delivery options. Assist with reconciliation of account discrepancies and shipment and inventory issues. Educate customers on product selection, availability, and social responsibility practices. Track and analyze customer trends, report KPIs, and provide insights to improve service performance. Share customer feedback with internal teams to support continuous improvement efforts. About You Completion of Secondary School, preferably in a relevant field. 2+ years of Customer Service experience. Experience working in a call center. Intermediate Microsoft Office skills. Strong problem‑solving skills. Superior customer relationship skills. Bilingualism (French/English) is preferred. About the Job Hours of Work: 36.25 a week. Employment Type: 12‑Month Contract, Full‑time (Bargaining Unit Role; Represented by OPSEU). Required Travel: Rare, usually within the GTA. Application Deadline: Nov 6, 2025. Compensation The target hiring range for this position is $58,013–$64,000. Additional pay components align with market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. Placement in the salary range will be based on such factors. We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs. #J-18808-Ljbffr