Customer Care Manager

BZAM Management Inc. Vancouver, BC Full-time, Permanent
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The Customer Care Manager is responsible for maintaining solid customer relationships by handling questions and concerns with speed and professionalism. As the first Customer Care hire, you takes a hands-on role setting up systems and processes needed to deliver amazing customer experiences. This role reports to the VP, QA and Regulatory Compliance and has no initial direct reports with new hires added as the business grows. The ideal candidate acts as a spokesperson and facilitator, interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Excellent communication abilities and data entry skills are essential for candidates. This person is the point of contact for both end customers and provincial customers and works cross-departmentally between internal teams such as Regulatory, Quality Assurance, Sales and Marketing.

The ideal candidate can work in a high performing, fast-paced, dynamic customer service driven environment to support our diverse customer needs.

ABOUT US:

BZAM is as awesome as it sounds! We are an integrated cannabis company whose mission and brand stand for quality and integrity. Our commitment to excellence, service and employee satisfaction is demonstrated in our agile and strategic approach to market entry and investment in our people. As an emerging company in a rapid growth industry, BZAM’s innovative and accomplished leadership team is the cornerstone of our business and portfolio development.

YOUR CONTRIBUTION:

Ø Oversee all project management, documentation and follow-up by working cross-departmentally with internal teams to navigate inquiries, questions and complaints;

Ø Provide excellent customer service and greeting each customer/consumer with enthusiasm;

Ø Ability to thrive in a fast-paced inbound phone support environment that requires extreme attention to details;

Ø Ability to deal with irate end customers/consumers while maintaining a positive and enthusiastic attitude;

Ø Resolve any complaints using critical thinking skills and maintain documentation of each interaction for Health Canada;

Ø Analyze customer complaint database for continuous improvement opportunities, reporting on complaint metrics such as trending, top quality related concerns, complaint KPIs;

Ø Coordinate product retrieval/withdrawal/recall process to ensure a safe and secure supply for all customers;

Ø Compliance to strict guidelines and regulations and communicate these using approved verbiage to the end customers/consumers;

Ø Ability to adapt quickly to changes that affect the department such as legislation and regulation amendments, internal practices, internal department specializations and technical training that applies to the industry;

Ø Input complaints into the system within a timely fashion: 30-60min (during weekly work hours);

Ø Support deadlines for QA and Regulatory;

Ø Identifying customer needs and helping customers use specific features;

Ø Analyze and report product malfunctions;

Ø Support follow-up with provincial boards and customers;

Ø Support follow-up with end customers/consumers;

Ø Accurately record and document complaints and adverse reactions;

Ø Responsible for deadlines and archiving information;

Ø Support the implementation of an internal system or process for complaints;

Ø Act as a liaison and manage deadlines across departments;

Ø Support 3rd party partnership initiatives;

Ø Respond to store and customer inquiries;

Ø Follow up with customers to ensure their technical issues are resolved;

Ø Gather customer feedback and share with our Product, Sales and Marketing teams;

Ø Work closely with operations and logistics to ensure products and order status;

Ø Identify and report sales or customer trends;

Ø Work with field sales representatives to understand and resolve any retail or customer issues;

Ø Identify any opportunities to meet and exceed the customers' expectations;

Ø Future: hire and train new customer care specialist;

Ø Other duties as required.

WHAT YOU BRING:

Ø Bachelor’s degree in marketing, Business Administration or related field;

Ø Excellent verbal and written communication skills in English and French;

Ø Good working knowledge of Microsoft Office (Word, Excel and Outlook);

Ø Working knowledge of CRM systems;

Ø Strong proficiency in Microsoft applications (Outlook, Word, Excel);

Ø Strong business and financial acumen;

Ø Strong interpersonal and networking skills;

Ø Excellent organizational skills; attention to detail;

Ø Ability to adapt quickly to change; and

Ø Bilingual, French/English an asset.

You are a CONFIDENT and PASSIONATE individual who is self-motivated.

You Are HIGHLY ORGANIZED and FOCUSED with the ability to coordinate the work and schedules with multiple departments whilst managing own workload.

You Are ADAPTABLE and FLEXIBLE, capable of anticipating issues, acting proactively and taking initiative during changes in business needs and priorities.

YOUR EXPERIENCE:

Ø 3+ years of customer service experience in a highly regulated industry like Food, Pharma or Cannabis;

Ø 2+ years of managing direct reports (preferred but not required);

Ø Experience working in a regulated environment including cannabis, healthcare, pharmaceuticals, or insurance industry is an asset;

Ø Demonstrated ability to work in a fast-paced, high performing team environment; and

Ø Proven ability and experience in organizing time, prioritizing and multi-tasking to meet various competing work deadlines.

WHAT WE OFFER:

Ø Competitive Compensation and Benefits Package

Ø Rapid growth and advancement potential

Ø Learning and development opportunities

Ø Dynamic and innovative environment

Ø Exceptional culture

BZAM Management is an Equal Employment Opportunity employer that values the strength of diversity within the workplace. All qualified applicants, regardless of race, colour, religion, gender, sexual orientation, marital status, gender identity or expression, nationality, age, disability or veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

Job Types: Full-time, Permanent

Benefits:

  • Dental care
  • Extended health care
  • RRSP match
  • Vision care

COVID-19 considerations:
BZAM Cannabis is committed to following all provincial and federal public health authority guidance pertaining to COVID-19

Education:

  • Bachelor's Degree (preferred)

Experience:

  • customer service: 3 years (preferred)
  • Supervising: 2 years (preferred)
  • cannabis industry: 1 year (preferred)

Work remotely:

  • Temporarily due to COVID-19