B2B Support Coordinator - Customer Service - Medical Cannabis

Curaleaf International; Sunderland; On-site; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance

On-site parking

Generous holiday allowance

Job summary

Curaleaf International is seeking an experienced Customer Service professional to support our medical cannabis partners in the UK. You will manage orders and queries, maintain precise data across platforms, and ensure MHRA-compliant processes while keeping pricing and availability communicated clearly to pharmacies and partners.

In this role you will handle export licenses, log complaints for investigation, and coordinate timelines with outsourced items, shipments, and returns, providing expert

Qualifications

• Background in customer service in fast-paced environments.
• Accurate data handling and admin skills.
• Professional communication and calm under pressure.
• Organised and proactive with strong attention to detail.
• Experience with Zendesk or Sage 200 is a bonus.

Responsibilities

• Manage customer orders and queries using Microsoft Office, Zendesk and internal systems.
• Enter and manage sensitive data accurately across platforms.
• Ensure regulatory checks are completed in line with MHRA requirements.
• Communicate product pricing and availability to pharmacies and partners.
• Handle export license applications through the Home Office portal.
• Log and escalate complaints for investigation.
• Coordinate outsourced item orders and update customers on timelines.
• Manage shipment tracking, delivery issues and returns.
• Reconcile invoices and process credits when needed.
• Provide expert phone support with clarity, care and professionalism.

Skills

Customer service

Data entry

Attention to detail

Communication

Problem solving

Tools

Zendesk

Sage 200

Job description

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; Four 20 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:

• Competitive salary
• Generous holiday allowance
• 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. We may close this vacancy early if we receive a high volume of interest.