• Open and maintain customer accounts by accurately recording all account information. • Manage inbound partner and customer emails, ensuring timely responses within 24 hours. • Collaborate with the social media team to monitor and address service-related issues flagged online. • Resolve product or service issues by identifying root cause and offering solution-driven guidance and working with various business unit partners. • Educate customers on cannabis product types, usage guidelines, terpenes, cannabinoid profiles, and promotional opportunities. • Support both retail dispensaries and wholesale clients with order entry, refunds, exchanges, and general inquiries. • Maintain accurate records of customer interactions and transactions within CRM and service tools and report data monthly. • Contribute to the development and ongoing maintenance of internal knowledge resources (FAQs, SOPs, playbooks). • Recommend and assist with implementation of customer-service process improvements. • Assist with onboarding and training of future customer service team members. • Follow all communication procedures, documentation standards, and company policies. • Work cross-functionally with Sales, Inventory, Compliance, and Marketing teams to ensure smooth customer support experiences. • Perform additional duties assigned to support continuous improvement. • Other duties as assigned.