About Tilray Brands, Inc.
Tilray Brands, Inc. (“Tilray”) (Nasdaq: TLRY; TSX: TLRY), is leading global lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is leading as a transformative force at the nexus of cannabis, beverage, wellness, and entertainment, elevating lives through moments of connection. Tilray’s mission is to be a leading premium lifestyle company with a house of brands and innovative products that inspire joy, wellness and create memorable experiences. Tilray’s unprecedented platform supports over 40 brands in over 20 countries, including comprehensive cannabis offerings, hemp-based foods, and craft beverages.
Customer Service Representative
Supply Chain / Operations
Reports to
Operations Manager
Sydney, Australia / Hybrid
Position
Full-time
The Customer Service Representative manages the end-to-end execution and fulfillment validation of all incoming customer orders. Operating as the primary commercial touchpoint, this role accurately processes and validates orders arriving via email, phone, and our Shopify storefront.
This position serves as the front-end data link to the wider supply chain; daily entry speed and accuracy directly drive downstream warehouse prioritization, inventory allocations, and logistics schedules to ensure maximum customer satisfaction.
Role and Responsibilities
1. Multi-Channel Order Capture & Processing
- Oversee and manage the end-to-end processing of all incoming orders via email, phone inquiries, and the Shopify online storefront.
- Accurately transcribe and input manual phone and email orders into the core inventory/ERP tracking database with zero entry errors.
- Monitor, validate, and release automated web orders flowing from Shopify, checking for fraud alerts, missing delivery data, or pricing discrepancies.
- Issue order confirmations, invoices, and tracking links to customers immediately upon successful order entry.
2. End-to-End Order Management & Tracking
- Monitor open orders daily from point of entry through to warehouse preparation, dispatch, and final delivery.
- Track order fulfillment statuses to ensure adherence to established internal Service Level Agreements (SLAs) and shipping cutoff times.
- Manage order modifications, cancellations, delivery address updates, and specialized packing requests before warehouse dispatch.
- Investigate and resolve transit delays or carrier issues by communicating directly with external freight and courier partners.
3. Issue Resolution & Returns (Reverse Logistics)
- Act as the direct point of contact for customer complaints regarding damaged goods, incorrect shipments, or missing items.
- Process customer returns, replacements, and credits within Shopify and internal financial ledgers, ensuring strict adherence to company return policies.
- Coordinate with warehouse operations to verify returned inventory condition before issuing refunds or alternative stock shipments.
4. Cross-Functional Collaboration & Master Data
- Partner with the Supply Planner and Warehouse teams to verify real-time stock availability, allocation rules, and estimated backorder lead times.
- Communicate recurring product issues, demand spikes, or mass order anomalies to the Demand Planner to assist in refining future forecast trends.
- Maintain clean customer master profiles, ensuring correct delivery addresses, shipping preferences, and payment terms are permanently up to date.
Qualifications and Education Requirements
- Education: Associate or bachelor’s degree in business administration, Communications, Supply Chain, or related discipline.
- Experience: 1–2 years of experience in our administrative, retail, logistics, or operational support divisions
- System Proficiency: Practical experience managing orders and customer profiles within a Shopify administrative backend or comparable e-commerce platforms.
- Communication Excellence: Outstanding verbal and written communication skills with the ability to maintain composure during high-volume phone peaks and email backlogs.
- Detail Orientation: High cognitive accuracy and data-entry speed needed to handle high volumes of alphanumeric SKU numbers and delivery details.
- Tech Stack: Familiarity with Customer Relationship Management (CRM) ticketing software (e.g., Zendesk, Salesforce) or basic ERP inventory lookup systems.
Tilray welcomes applications from all qualified individuals and is committed to employment equity and diversity in the workplace.
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.
Please note that Tilray does not authorize, engage, or sponsor any consultants, agencies or organizations that seek certain personal or financial information from you (e.g. passwords, login ids, credit card information). Tilray does not charge any application, processing or onboarding fee at any stage of the recruitment or hiring process.
Tilray does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Tilray or any of its subsidiaries, directly or indirectly, will be considered Tilray Brands, Inc. property. Tilray will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.
