Administration & Customer Service Support

6 days ago

Sunderland, United Kingdom Curaleaf Full time

**About Us**:

- At Curaleaf International, we're not just participating in the cannabis industry—we're leading it._

As part of the world’s largest cannabis company, Curaleaf Holding, Inc., we are powered by a strong presence at all stages of the supply chain. Our unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting-edge cultivation, extraction, and production. Amidst a rapid growth trajectory, our emphasis on quality and expertise aims to deliver safe and legal cannabis.

This role is based within the Curaleaf Laboratories division. Curaleaf Laboratories is a leading manufacturer and distributor of medical cannabis in the UK. The state-of-the-art MHRA-approved manufacturing facility enables Curaleaf Laboratories to meet growing patient demand for a consistent range of medical cannabis products.

**Our Vision**: To shape the future of cannabis through our commitment to research and product excellence

**Our Mission**: To be the world’s leading cannabis company consistently delivering superior products and services and driving the global acceptance of cannabis.

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

**Position**:
**About the Role**:
As part of the Medical Cannabis Customer Service team, you will handle business to business interactions between Curaleaf and our customers. As well as working to your own KPIs, you will participate in achieving company targets, help grow the B2B relationships, and ensure all processes are running smoothly within the department.

Responsibilities will include, but not be limited to:

- Dealing with orders through an online ordering system, Zendesk, or via fax quickly and efficiently
- Being the first point of contact for any customer concerns, attempting to resolve in the first instance, or following escalation processes when necessary
- Placing orders for outsourced items and updating customers on lead times accordingly
- Checking all orders with precision and logging any errors
- Setting up new customer accounts on the system, checking registration numbers, and ensuring all details are correct
- Forming solid relationships with customers, internal teams, and external providers to ensure a smooth process and experience

**Requirements**:
**About You**:
Due to the nature of this role, an established background in Customer Service would provide the foundation you will need to handle the in-depth queries you will receive in a business to business environment. It is essential you:

- Retain clarity and professionalism in all situations
- Are highly organised with a keen eye for detail
- Forward plan effectively to reduce time spent working reactively
- Are keen to problem solve and do not shy away from decision making
- Have a flexible approach to your work

Although not essential, it would be beneficial to have:

- Familiarity with Zendesk and Sage 200
- Experience and knowledge of Medical Cannabis

**Other information**:
**What we offer**:
We value progression and development, offering lots of opportunity in a rapidly growing organisation. We also offer:

- Competitive salary
- Excellent holiday allowance
- Private medical insurance
- On-site parking
- Life insurance

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