Customer Service Representative

5 days ago

Toronto, Canada OCS Full time

About Us
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 are 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 understands that delivering great results comes out of ensuring every voice is heard.
About the Role
You’ll also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. As a CSR, you’ll proactively manage order delays or discrepancies, escalating issues when needed, to help us maintain 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
- 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, including 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

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