Order Entry and Customer Service Representative

Order Entry and Customer Service Representative

The Order Entry & Customer Service Representative serves as the operational backbone of Jeeter's California sales organization. This role is responsible for accurately processing inbound order requests, managing order flow through fulfillment and delivery, and acting as a central point of coordination between Sales, Distribution, Operations, and customers.

This position plays a critical role in ensuring order accuracy, maintaining clean data, supporting account health visibility, and delivering a seamless customer experience. Success in this role requires strong attention to detail, cross-functional collaboration, and the ability to operate effectively in a fast-paced, high-volume environment.

Duties/Responsibilities:

• Accurately enter sales orders into Salesforce within same-day service level agreements (SLAs), including SKUs, pricing, promotions, payment terms, and delivery details.
• Validate orders against licensing, credit status, pricing structure, and promotional eligibility prior to submission.
• Maintain accurate CRM account data, including licenses, contacts, delivery details, and account notes.
• Prioritize incoming orders based on urgency, regional cutoffs, and promotional timelines.
• Process order changes, cancellations, credits, and return authorizations with proper documentation.
• Partner with Distribution to confirm inventory availability, allocations, and delivery scheduling.
• Coordinate order lifecycle from entry through fulfillment, dispatch, delivery, and proof-of-delivery (POD).
• Communicate proactively with Sales and customers regarding order status, delays, substitutions, or issues.
• Ensure METRC manifests and compliance documentation are completed accurately.
• Escalate fulfillment issues, stockouts, and delivery delays with supporting data.
• Monitor account reorder cadence and rate of sale; flag variances and risks to Sales and leadership.
• Identify distribution gaps, including missing SKUs or reduced product presence at dispensary accounts.
• Generate and distribute weekly reports on accounts of risks, reorder gaps, delivery issues, and performance trends.
• Maintain tracking of high-value accounts and support recovery strategies.
• Provide insights into sales trends, operational challenges, and customer feedback.
• Serve as a primary point of contact for dispensary customers regarding orders, invoices, deliveries, and returns.
• Resolve issues efficiently or escalate with full documentation and context.
• Build strong working relationships with customers and internal stakeholders.
• Collaborate with Finance/Accounts Receivable on credit holds, payment issues, and COD orders.

Performance Expectations & KPIs:

• Order Entry SLA: 100% of orders entered within the same business day
• Order Accuracy: Maintain 99% or higher accuracy (measured as errors per 100 orders)
• Orders Processed: Handle 60-80 orders per day at steady state
• Customer Inquiry Response Time: Respond to all customer inquiries within 2 business hours
• Issue Resolution Time: Resolve standard issues within 24 hours
• Reorder-Gap Alerts Surfaced: Maintain a weekly cadence, ensuring 100% of flagged accounts are routed to the appropriate sales representative
• Distribution-Gap Opportunities Identified: Identify and surface 10+ SKU or door-level gaps per week
• Exception Report Distribution: Deliver weekly reports on time, with clearly tagged action items for follow-up
• Rep Time Freed Up: Enable approximately 2 business days per rep per month to be reallocated toward selling activities

Required Skills/Abilities:

• Hands-on Salesforce experience (order entry, account management, reporting) with the ability to navigate independently
• Strong Excel / Google Sheets skills (pivot tables, lookups, and building clean reports from raw data)
• Exceptional attention to detail with the ability to catch errors in SKUs, pricing, and compliance data
• Strong written and verbal communication skills with the ability to manage both internal teams and external customers professionally
• Highly organized and able to prioritize and manage multiple requests in a fast-paced environment
• Calm under pressure with the ability to handle competing priorities from multiple stakeholders
• Strong problem-solving skills with a proactive, ownership-driven mindset

Education and Experience:

• Active California cannabis industry experience (brand, distributor, or licensed retailer required)
• Working knowledge of METRC, manifests, and DCC compliance requirements
• 2+ years of experience in order entry, customer service, sales support, or sales operations in a high-volume environment (CPG, cannabis, beverage, or similar)

Preferred Qualifications:

• Experience with cannabis ERP/order systems such as LeafLink, Distru, Nabis, or Treez
• Familiarity with cannabis data tools (BDSA, Headset) for rate of sale (ROS) insights
• Experience partnering with Finance/AR on invoicing, credit holds, and COD workflows
• Exposure to reporting tools (Tableau, Looker, or advanced Excel)
• Experience supporting a multi-rep field sales team
• Background in high-volume environments (CPG, cannabis, beverage, or similar)

Physical Requirements:

• Ability to sit and work at a computer for extended periods.
• Capable of repetitive hand and arm motions as well as extended periods of typing.
• Capable of looking at a screen for extended periods or entire shifts.

Work Schedule (Exempt):

This is a full-time, exempt position. The role requires the flexibility to work the hours necessary to meet business needs, which may include extended hours, weekends, and holidays. Work schedules and expectations may be adjusted based on operational priorities and organizational demands.

Allergen Info:

Positions in our production facilities may lead to regular exposure to cannabis plant material, dust, and other potential allergens. Individuals with sensitivity to pollen, molds, or strong odors may experience discomfort. Appropriate personal protective equipment (PPE) is provided and required.

EEOC:

DreamFields is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

All candidates must be willing to submit to a background check to be considered for the position.