Lead Customer Experience Representative

6 days ago

Lebanon, Ohio, United States Firelands Scientific The Landing Dispensaries Full time
Job Title: Lead Customer Experience Representative

Join Firelands Scientific and The Landing Dispensaries as a Lead Customer Experience Representative and play a key role in delivering exceptional customer experiences in our dispensary. As a leader on our team, you will be responsible for supporting the day-to-day operations of the dispensary, working closely with the Assistant General Manager and General Manager to ensure seamless execution of strategies and tasks related to facility management, accounting, sales, marketing, and public relations.

Key Responsibilities:
  • Assist with hiring, developing, and coaching of all dispensary positions, including developing and executing SOPs, training, and on-boarding programs.
  • Support the execution of dispensary/company strategy and operations, ensuring compliance with all rules and regulations of the Ohio Medical Marijuana Control Program.
  • Review store environments and key performance indicators to identify problems, concerns, and opportunities for improvement.
  • Lead the dispensary team, support performance evaluations with active feedback, and assist with personnel matters.
  • Maintain records for all necessary documents, including delivery and inventory manifests, nightly and monthly inventory counts, employee and patient/customer information, logbooks, inventory adjustments, and destruction reports.
  • Facilitate communication of daily tasks to team members and ensure all required state and company-sanctioned reports and audits are executed on time.
  • Represent the brand at community/industry events, as needed, and provide superior customer service for vendors, patients, and caregivers.
  • Respond to patient/customer complaints, requests, concerns, and suggestions, ensuring a world-class experience for patients and caregivers in accordance with company mission, vision, and values.
  • Ensure all dispensary operations, including admissions, consultations, dispensing, cash management, inventory management, auditing, outreach, marketing, and ordering, are operating effectively, compliantly, and efficiently.
  • Create a customer-focused, service-oriented environment, maintaining a presence on the sales floor and coaching and supporting dispensary team members to ensure operational priorities, processes, and procedures are communicated, understood, and executed.
  • Maintain all technology platforms and ensure product descriptions and inventory amounts are accurate, recommending product lines by identifying new product and product packaging opportunities, utilizing patient feedback and online reviews.
Requirements:
  • Recent and relevant retail and/or hospitality experience in a high-growth, fast-paced environment.
  • Experience operating in a state-regulated marijuana program.
  • Experience with coaching, training, and talent development.
  • Experience monitoring company and individual performance through KPIs and other metrics.
  • Demonstrated passion for serving the medical marijuana patient community.
  • Proficient in MS Office and MS Excel.
  • Demonstrated ability to learn and apply technical and product-related information in a professional consultative manner.
  • Strong business acumen, including data management, attention to detail, and excellent communication and interpersonal skills.
  • Must maintain a high level of integrity, personal motivation, and be compliance-driven.
  • Ability to work after-hours and travel, as needed.
  • Must be 21 years of age or older.
  • Ability to pass a background check.
Work Environment:
  • Similar to a busy retail store.
  • Constant interaction with internal and external stakeholders.

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