B2B Support Coordinator - Customer Service - Medical Cannabis

Hollybank Trustees Ltd; Sunderland; Hybrid; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance

On-site parking

Job summary

Curaleaf International is seeking a dedicated B2B Support Coordinator to join our Medical Cannabis Customer Service team in Sunderland. You will manage complex orders and regulatory checks, acting as the link between pharmacies, clinics and our internal teams to ensure accurate data handling and timely responses.

Your role requires proactive problem solving, meticulous attention to detail and strong communication to maintain high service levels in a highly regulated industry.

Qualifications

• Background in customer service in detail-focused, fast-paced environments.
• Attention to accuracy and pride in every interaction.
• Well organised, detail-focused and proactive.
• Ability to think ahead and solve problems with confident decisions.
• Calm under pressure with professional communication at all times.
• Flexible and adaptable when plans change.

Responsibilities

• Managing customer orders and queries using Microsoft Office, Zendesk and internal systems
• Entering and managing sensitive data with accuracy across multiple platforms
• Ensuring all regulatory checks are completed in line with MHRA requirements
• Communicating product pricing and availability to pharmacies and partners
• Handling export license applications through the Home Office portal
• Logging and escalating complaints for investigation
• Coordinating outsourced item orders and keeping customers updated on timelines
• Managing shipment tracking, delivery issues and returns
• Reconciling invoices and processing credits when needed
• Providing expert support over the phone with clarity, care and professionalism

Skills

Customer service

Admin

Data handling

Tools

Zendesk

Sage 200

Job description

B2B Support Coordinator - Customer Service - Medical Cannabis

Business Support

Administration

Sunderland, UK

Overview

Application

B2B Support Coordinator - Customer Service - Medical Cannabis

Date posted: August 12, 2026

Date posted: August 12, 2026 - Date closes: October 01, 2026

Permanent

Full-time

Join the Future of Healthcare with Curaleaf

At Curaleaf, we're changing lives through medical cannabis. Our support team sits at the heart of this mission, delivering exceptional service that sets the gold standard in a fast-moving, highly regulated industry. As we continue to grow, we're looking for someone passionate, sharp and driven to help us lead the way.

About the Role

As part of our Medical Cannabis Customer Service team, you'll be the link between Curaleaf and our pharmacy and clinical customers. This role isn't just about answering questions. You'll be managing complex B2B relationships, keeping critical processes on track and helping patients get access to life-changing treatment.

You'll take ownership of your own KPIs while contributing to team and company-wide targets. Your work will directly impact the success of our partners and the people they serve.

About Us:

Curaleaf International is shaping the future of cannabis through its commitment to research and product excellence. Powered by a strong presence at all stages of the supply chain, its unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting-edge cultivation, extraction, and production. Amidst a rapid growth trajectory, the emphasis on quality and expertise aims to ensure the delivery of safe and legal cannabis.

Curaleaf International's network includes a clinic, pharmacy, and laboratory in the UK; cultivation and EU-GMP processing facilities in Portugal; an EU-GMP processing, quality assurance and research site in Spain; Four20 Pharma wholesaler and distributor in Germany; a Polish wholesaler and clinic; and the EU-GMP producer Northern Green Canada.

Curaleaf International is part of Curaleaf Holdings, Inc., a leading international producer and distributor of consumer cannabis products.

Our Values:Lead & Inspire, Commit to Win, Driven to Deliver Excellence, Customer Obsession,One Curaleaf

What You'll Be Doing

• Managing customer orders and queries using Microsoft Office, Zendesk and internal systems
• Entering and managing sensitive data with accuracy across multiple platforms
• Ensuring all regulatory checks are completed in line with MHRA requirements
• Communicating product pricing and availability to pharmacies and partners
• Handling export license applications through the Home Office portal
• Logging and escalating complaints for investigation
• Coordinating outsourced item orders and keeping customers updated on timelines
• Managing shipment tracking, delivery issues and returns
• Reconciling invoices and processing credits when needed
• Providing expert support over the phone with clarity, care and professionalism

What We're Looking For

This role needs someone with a background in customer service who's used to working in detail-focused, fast-paced environments. You should thrive on accuracy and take pride in every interaction.

You'll be a great fit if you:

• Treat accuracy as a priority and have a strong track record in admin and data handling
• Stay calm under pressure and communicate with professionalism at all times
• Are highly organised and detail-focused
• Think ahead and work proactively
• Enjoy solving problems and making confident decisions
• Adapt easily and stay flexible when plans change

Bonus points if you have:

• Experience with Zendesk or Sage 200
• Familiarity with the medical cannabis space

What We Offer

We're a company on the rise with plenty of opportunities for growth and development. As part of the team, you'll also benefit from:

• Private medical insurance
• Life insurance
• On-site parking

This is a great opportunity for someone with a strong admin background who's ready to make a difference in a pioneering industry. If that sounds like you.