Order Entry and Customer Service Representative

Jeeter•Los Angeles, CA

1d•Onsite

About The Position

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.

Requirements

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)
Must be 21+ and able to pass a background check in accordance with California cannabis regulations
Must reside in California and be able to work standard Pacific business hours
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

Nice To Haves

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)

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.