Customer Experience Associate
New
N
NABISCannabis Distribution
Latin America, US Pacific or Eastern business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceAccount ManagementCRMCustomer supportZendesk
Requirements
- 2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment.
- Strong written and verbal communication skills in English.
- Demonstrated ability to manage high-volume, multi-channel queues.
- Proficiency with CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk).
- Solid understanding of order management processes, including fulfillment and billing.
- Ability to work independently in a remote environment.
- Strong organizational skills and ability to manage multiple cases simultaneously.
- De-escalation skills and the ability to navigate difficult conversations with empathy.
- Availability to work a schedule aligned to US Pacific or Eastern business hours.
Responsibilities
- Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat.
- Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with adherence to SLA targets.
- Deliver white-glove support, providing proactive status updates and clear resolution paths.
- Monitor and manage order workflows, including fulfillment, exception handling, and billing inquiries.
- Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues.
- Maintain accurate records of partner interactions and resolution steps within the CRM.
- Contribute to knowledge base maintenance and suggest process improvements.
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