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 ERP systems like D365 and excellent Microsoft Excel skills