Customer Success Manager XX
Leamington, ON
About Auxly Cannabis Group Inc.
Auxly is a leading Canadian cannabis company dedicated to bringing innovative, effective, and high-quality cannabis products to the wellness and adult-use markets. Auxly's experienced team of industry first-movers and enterprising visionaries have secured a diversified supply of raw cannabis, strong clinical, scientific and operating capabilities and leading research and development infrastructure in order to create trusted products and brands in an expanding global market. Learn more at www.auxly.com and stay up to date at Twitter: @AuxlyGroup;?Instagram: @auxlygroup;?Facebook: @auxlygroup; LinkedIn: company/auxlygroup/.
About the role
Based out of Leamington, ON, we are currently looking for a Customer Success Representative to join our Operations team.?Reporting to the Manager, Regulatory Affairs and Cannabis Sourcing the ideal candidate aspires to work in the growing cannabis field with an award-winning team! The successful candidate will act as the direct link between customers and Auxly, ensuring customer satisfaction following all inquiries, documenting interactions, and alerting the Auxly Team of developing customer trends.
Role & Responsibilities
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Provide the highest level of customer support and confirm all customers are satisfied with the response provided by Auxly.
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Create and implement Customer Success policies, procedures, and productivity standards to ensure no customer inquiry or concern is left behind.
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Develop and sustain understanding of Auxly’s entire product portfolio including oils, vapes, edibles, topicals, whole flower, and pre-rolls.
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Work closely with Regulatory Affairs, Commercial, Quality, and Marketing teams to troubleshoot customer success issues, track next steps and escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
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Acquire and maintain knowledge of Canadian Cannabis Regulations and Provincial/Territorial legislations.
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Organize and lead meetings in order to ensure internal alignment on customized customer care solutions, escalation inquires, and product reviews.
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Input, manage, and maintain an information database regarding customer inquiries on the internal Quality Management System.
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Analyze complaint data provided by customers, detect trends, and summarize findings with the Auxly Team.
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Be a customer advocate and drive innovation, best practices, and process improvement.
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Other related tasks as assigned and as operationally required.
What we are looking for
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Passion for customer assistance and satisfaction.
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Strong knowledge of cannabis products.
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Ability to analyze data and detect trends.
What will set you apart
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Experience with C15 Veeva Vault.
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Experience in a customer interfacing capacity.
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Experience using Microsoft Office Programs, including Word, Excel, Sharepoint considered an asset.
How we hire
Auxly Cannabis Group Inc. is an equal opportunity employer and encourages applications from all qualified individuals. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
We provide accommodation for job applicants with disabilities during the recruitment process in accordance with applicable laws. Please contact us to request accommodation.
