Customer Experience Associate
New
N
NabisCannabis Logistics
Latin America, US Pacific or Eastern business hoursFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceZendeskAccount ManagementCRMCustomer support
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, with high attention to grammar, tone, and accuracy.
- Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness.
- Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar).
- Solid understanding of order management processes, including fulfillment workflows and basic billing.
- Ability to work independently in a remote environment with reliable internet.
- Strong organizational skills and the ability to manage multiple open cases simultaneously.
- De-escalation skills and the ability to navigate difficult partner conversations.
- 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, ensuring timely, accurate, and professional responses.
- Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards.
- Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues.
- Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution.
- Process and track order adjustments, cancellations, returns, and account-level changes in internal systems.
- Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance.
- Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input.
View Full Description & ApplyYou'll be redirected to the employer's site
