Order Entry and Customer Service Representative

Job Description

REQUIREMENTS

• Hands-on Salesforce experience (order entry, account management, reporting) with the ability to navigate independently
• Strong Excel / Google Sheets skills (pivot tables, lookups, and building clean reports from raw data)
• Exceptional attention to detail with the ability to catch errors in SKUs, pricing, and compliance data
• Strong written and verbal communication skills with the ability to manage both internal teams and external customers professionally
• Highly organized and able to prioritize and manage multiple requests in a fast-paced environment
• Calm under pressure with the ability to handle competing priorities from multiple stakeholders
• Strong problem-solving skills with a proactive, ownership-driven mindset
• Active California cannabis industry experience (brand, distributor, or licensed retailer required)
• Working knowledge of METRC, manifests, and DCC compliance requirements
• 2+ years of experience in order entry, customer service, sales support, or sales operations in a high-volume environment (CPG, cannabis, beverage, or similar)

Preferred :

• Experience with cannabis ERP/order systems such as LeafLink, Distru, Nabis, or Treez
• Familiarity with cannabis data tools (BDSA, Headset) for rate of sale (ROS) insights
• Experience partnering with Finance/AR on invoicing, credit holds, and COD workflows
• Exposure to reporting tools (Tableau, Looker, or advanced Excel)
• Experience supporting a multi-rep field sales team
• Background in high-volume environments (CPG, cannabis, beverage, or similar)

RESPONSIBILITIES

Order Entry and CRM Management

• Accurately enter sales orders into Salesforce within same-day service level agreements (SLAs), including SKUs, pricing, promotions, payment terms, and delivery details.
• Validate orders against licensing, credit status, pricing structure, and promotional eligibility prior to submission.
• Maintain accurate CRM account data, including licenses, contacts, delivery details, and account notes.
• Prioritize incoming orders based on urgency, regional cutoffs, and promotional timelines.
• Process order changes, cancellations, credits, and return authorizations with proper documentation.

Distribution and Operations Coordination

• Partner with Distribution to confirm inventory availability, allocations, and delivery scheduling.
• Coordinate order lifecycle from entry through fulfillment, dispatch, delivery, and proof-of-delivery (POD).
• Communicate proactively with Sales and customers regarding order status, delays, substitutions, or issues.
• Ensure METRC manifests and compliance documentation are completed accurately.
• Escalate fulfillment issues, stockouts, and delivery delays with supporting data.

Account Health and Reporting

• Monitor account reorder cadence and rate of sale; flag variances and risks to Sales and leadership.
• Identify distribution gaps, including missing SKUs or reduced product presence at dispensary accounts.
• Generate and distribute weekly reports on accounts of risks, reorder gaps, delivery issues, and performance trends.
• Maintain tracking of high-value accounts and support recovery strategies.
• Provide insights into sales trends, operational challenges, and customer feedback.

Customer Service

• Serve as a primary point of contact for dispensary customers regarding orders, invoices, deliveries, and returns.
• Resolve issues efficiently or escalate with full documentation and context.
• Build strong working relationships with customers and internal stakeholders.
• Collaborate with Finance/Accounts Receivable on credit holds, payment issues, and COD orders.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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