Customer Service Representative (12-Month Contract)

OCS; Toronto; On-site; CAD 58,000 - 64,000; Full time

Job summary

The Ontario Cannabis Store is seeking a Customer Service Representative to be the first point of contact for private cannabis retailers and eCommerce customers. You will deliver high-quality, customer-focused service across phone, live chat, and email while supporting wholesale order processing and related activities.

You will collaborate with Supply Chain, Finance, and Legal teams to resolve issues, promote responsible cannabis use, and maintain strong customer relationships.

Qualifications

• Completion of Secondary School (or equivalent)
• 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) preferred

Responsibilities

• Provide responsive multi-channel support (phone, email, live chat) to private retailers and eCommerce customers
• Assist with order processing, fulfillment, and account reconciliation with cross-functional teams
• Monitor order flow, track KPIs, and escalate issues such as delays or discrepancies
• Educate customers on product selection and responsible use of cannabis
• Maintain accurate CRM entries and document customer interactions and resolutions
• Coordinate onboarding for new retailers and liaise with AGCO, Finance, and Legal as needed

Skills

Customer service experience

Call center experience

Problem solving

Customer relationship skills

Bilingual English/French (preferred)

Education

Secondary education completed

Tools

Microsoft Office

Job description

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.