Customer Service Representative
About the role
About Us The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About The Role We’re looking for a Customer Service Representative (CSR) to join our team and be the first point of contact for private recreational cannabis retailers and eCommerce customers. In this role, you’ll deliver high-quality, customer-focused service across multiple channels including phone, live chat, and email and play a key part in the end-to-end processing of wholesale and retailer orders. This includes supporting accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and assisting with fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions.
You’ll also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. As a CSR, you’ll proactively manage order delays or discrepancies, escalating issues when needed, to help us maintain excellent service standards. You’ll contribute to continuous improvement by tracking KPIs, analyzing trends in customer interactions, and offering actionable insights to enhance the customer experience.
About Your Day
- Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat
- Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions
- Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams
- Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary
- Maintain accurate CRM records of customer interactions, issues, and solutions
- Guide customers through returns in alignment with OCS policies and QA standards
- Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal
- Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options
- Assist with reconciliation of account discrepancies, including shipment and inventory issues
- Educate customers on product selection, availability, and social responsibility practices
- Track and analyze customer trends, report KPIs, and provide insights to improve service performance
- Share customer feedback with internal teams to support continuous improvement efforts
About About You
- Completion of Secondary School preferably in a relevant field
- 2+ years of Customer Service experience
- Experience working in a call center
- Intermediate Microsoft Office skills
- Strong Problem-Solving Skills
- Superior Customer Relationship Skills
- Bilingualism (French/English) is preferred
About The Job
- Location: Toronto, ON near York Mills and Yonge Street
- Hours of Work: 36.25 a week
- Employment Type: Full-Time, Permanent(Bargaining Unit Role; Represented by OPSEU)
- Required Travel: Rare, usually within the GTA
- Application Deadline: September 29, 2025
Compensation The target hiring range for this position is $58,013- $64,000. This is a pay grade 5 BU role, with a salary range of $ 54,147- $66,180. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.
About OCS Ontario Cannabis Store
The Ontario Cannabis Store is a Crown agency solely owned by the Province of Ontario and reporting to the Ministry of Finance.
The OCS provides safe, responsible access to legal recreational cannabis for adults 19 and older. We are Ontario’s sole wholesaler to more than 1,500 Authorized Cannabis Stores. The OCS also operates OCS.ca, the Province’s online cannabis retailer which delivers to consumers in every corner of Ontario.
We make sure our customers only receive legal, clearly labelled cannabis products by working closely with a diverse group of Licensed Producers authorized by Health Canada. Our online store prioritizes education and provides many opportunities for both new and experienced consumers to learn more about cannabis and responsible use.
Our customer-care centre is staffed by knowledgeable, helpful product specialists who provide the information our customers need to make the right choices. Social responsibility is something we take seriously and making every purchase a responsible one is a top priority.
We are looking for passionate, proven performers to join our diverse team and help us continue to grow our business as we define best-in-class standards for a new industry.
Customer Service Representative
About the role
About Us The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About The Role We’re looking for a Customer Service Representative (CSR) to join our team and be the first point of contact for private recreational cannabis retailers and eCommerce customers. In this role, you’ll deliver high-quality, customer-focused service across multiple channels including phone, live chat, and email and play a key part in the end-to-end processing of wholesale and retailer orders. This includes supporting accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and assisting with fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions.
You’ll also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. As a CSR, you’ll proactively manage order delays or discrepancies, escalating issues when needed, to help us maintain excellent service standards. You’ll contribute to continuous improvement by tracking KPIs, analyzing trends in customer interactions, and offering actionable insights to enhance the customer experience.
About Your Day
- Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat
- Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions
- Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams
- Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary
- Maintain accurate CRM records of customer interactions, issues, and solutions
- Guide customers through returns in alignment with OCS policies and QA standards
- Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal
- Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options
- Assist with reconciliation of account discrepancies, including shipment and inventory issues
- Educate customers on product selection, availability, and social responsibility practices
- Track and analyze customer trends, report KPIs, and provide insights to improve service performance
- Share customer feedback with internal teams to support continuous improvement efforts
About About You
- Completion of Secondary School preferably in a relevant field
- 2+ years of Customer Service experience
- Experience working in a call center
- Intermediate Microsoft Office skills
- Strong Problem-Solving Skills
- Superior Customer Relationship Skills
- Bilingualism (French/English) is preferred
About The Job
- Location: Toronto, ON near York Mills and Yonge Street
- Hours of Work: 36.25 a week
- Employment Type: Full-Time, Permanent(Bargaining Unit Role; Represented by OPSEU)
- Required Travel: Rare, usually within the GTA
- Application Deadline: September 29, 2025
Compensation The target hiring range for this position is $58,013- $64,000. This is a pay grade 5 BU role, with a salary range of $ 54,147- $66,180. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.
About OCS Ontario Cannabis Store
The Ontario Cannabis Store is a Crown agency solely owned by the Province of Ontario and reporting to the Ministry of Finance.
The OCS provides safe, responsible access to legal recreational cannabis for adults 19 and older. We are Ontario’s sole wholesaler to more than 1,500 Authorized Cannabis Stores. The OCS also operates OCS.ca, the Province’s online cannabis retailer which delivers to consumers in every corner of Ontario.
We make sure our customers only receive legal, clearly labelled cannabis products by working closely with a diverse group of Licensed Producers authorized by Health Canada. Our online store prioritizes education and provides many opportunities for both new and experienced consumers to learn more about cannabis and responsible use.
Our customer-care centre is staffed by knowledgeable, helpful product specialists who provide the information our customers need to make the right choices. Social responsibility is something we take seriously and making every purchase a responsible one is a top priority.
We are looking for passionate, proven performers to join our diverse team and help us continue to grow our business as we define best-in-class standards for a new industry.