QA Complaints Coordinator

The Complaints Coordinator is responsible for the effective coordination of consumer and customer complaints at Organigram. They work closely with external customers (provincial boards and consumers) and internal peers to document complaints and help facilitate corrective measures.

Responsibilities:

Act as Consumer Liaison

• Serve as the primary point of contact with individual consumers
• Ensure that all necessary data is collected so that QA can perform a full assessment
• Responsible for ensuring that all issues are tracked and results shared internally
• Play a co-lead role with QA to facilitate issues escalation
• Manage consumer give-backs (gift card compensation)

Assist QA In Customer Relationship Management

• Manage all customer complaints uploads into C15. Ensure data accuracy
• Work to optimize C15 upload process to improve turnaround times
• Coordinate feedback to customers and Commercial teams on status and next steps
• Work with QA to optimize NCR communications and updates
• Other tasks as process continues to evolve

Qualifications: 

• A continuous improvement mindset; someone always looking to streamline processes and remove bottlenecks
• Superior communication skills (both verbal and written)
• Someone engaged by person-to-person interaction and the opportunities to lead through influence
• Bilingual (French, English) is a plus
• Strong working knowledge of Canadian cannabis space including provincial logistics processes and platform tools
• 3-5 years Customer Service or CPRF experience
• Experience in Return Logistics processes preferred
• Working knowledge of D365, Microsoft Excel