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About the Role

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.

Responsibilities

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.
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.
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.
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.

Requirements

1–2 years of experience in administrative, retail, logistics, or operational support divisions
Practical experience managing orders and customer profiles within a Shopify administrative backend or comparable e-commerce platforms.
Outstanding verbal and written communication skills with the ability to maintain composure during high-volume phone peaks and email backlogs.
High cognitive accuracy and data-entry speed needed to handle high volumes of alphanumeric SKU numbers and delivery details.
Familiarity with Customer Relationship Management (CRM) ticketing software (e.g., Zendesk, Salesforce) or basic ERP inventory lookup systems.

Skills

Shopify
Customer Relationship Management (CRM)
Zendesk
Salesforce
ERP

Location

Sydney, Australia

Work Type

Hybrid
Full-time

Experience Level

1-2 years

Education Level

Associate or bachelor’s degree in business administration, Communications, Supply Chain, or related discipline.

About the Company

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.

Equal Opportunity

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.