JobCubby JobCubby
Sign up
Organigram

QA Complaints Coordinator

Organigram Aylmer, Ontario, Canada

Pharmaceutical Manufacturing · 501-1,000 employees

10 h ago
qa Mid (2-5 yrs) Full-time Canada
Create a free account to apply — email only, no card. You can also save this posting or score it against your profile with AI.

Applying here? Try the free cover letter tool — paste this posting and your résumé, no account needed.

About the role

The Complaints Coordinator manages consumer and customer complaints by documenting issues, facilitating corrective measures, and acting as a liaison between consumers and internal teams. They are responsible for tracking data accuracy, managing compensation processes, and optimizing communication workflows within the C15 system.

What they look for

Customer service Complaint management Data entry Communication Process improvement Microsoft Excel D365 Logistics Relationship management Problem solving Documentation Influence Cannabis industry knowledge

Requirements

Candidates should have 3-5 years of experience in customer service or return logistics, along with a strong working knowledge of the Canadian cannabis industry. Proficiency in Microsoft Excel and D365 is required, as well as superior communication skills and a continuous improvement mindset.

Full description

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

Similar roles