Customer Service Representative (12-Month Contract)

Job summary

The Customer Service Representative will act as the primary point of contact for retailers and eCommerce customers, managing order fulfillment, inquiries, and account maintenance. They will also contribute to continuous improvement by tracking KPIs and providing actionable insights to enhance the overall customer experience.

Job details

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 We’re looking for a Customer Service Representative (CSR) to join our team and 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. This includes supporting accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and assisting 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. 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 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, 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: Sept 15, 2025 Compensation The target hiring range for this position is $58,013- $64,000. This is a pay grade 5 BU role, with a salary range of $ 54,147- $70,906. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. 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.

What you’ll do

The Customer Service Representative will act as the primary point of contact for retailers and eCommerce customers, managing order fulfillment, inquiries, and account maintenance. They will also contribute to continuous improvement by tracking KPIs and providing actionable insights to enhance the overall customer experience.

Requirements

Candidates must have completed secondary school and possess at least two years of customer service experience, preferably in a call center environment. Proficiency in Microsoft Office and strong problem-solving skills are required, with bilingualism in French and English considered an asset.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Quality assurance · Preferred
• Product Knowledge · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Call center operations
• Order processing
• Problem-solving
• CRM software
• Microsoft Office
• Retailer onboarding
• Account reconciliation
• Quality assurance
• Communication
• Data analysis
• KPI tracking
• Fraud management
• Product knowledge
• Bilingualism
• Legal Support
• Order Management
• Product Knowledge
• Supply Chain
• Bilingual (French/English)
• Service Standards
• Cannabis
• Account Management
• Accounts Receivable
• Reconciliation
• Customer Relationship Management
• Call Center Experience
• Customer Service
• Continuous Improvement Process
• E-Commerce Management
• Finance
• Problem Solving
• Key Performance Indicators (KPIs)
• Merchandising
• Order Management Systems
• Order Processing
• Quality Assurance
• Safety Assurance
• Wholesaling
• Coordinating
• Investigation
• Customer Inquiries
• Online Store Management

Job areas

• Customer Service & Support
• Retail
• Government & Public Sector
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives