Order Entry and Customer Service Representative

Job Title:  

  Representative, Order Entry and Customer Service Representative

Department:  

  Operations and Analytics

Master Department:  

  Sales

Report to:  

  Director, Sales Operations

Effective Date:  

  June 11, 2026

FLSA Exempt Status:  

​​ Exempt​

Company Overview:

DreamFields is one of the top five cannabis companies in the industry through our leading #1 pre-roll brand, Jeeter. We are passionate about producing world-class marketing, high-quality, innovative products, delivering exceptional customer experiences, operating cutting-edge processes, and fostering an amazing company culture and thriving work environment. With over 1,500 employees, we are proud to be one of the most loved employers in the industry. DreamFields continues to experience exponential growth as one of the fastest-growing companies in the cannabis industry, aggressively expanding nationally into all legalized cannabis states.

Job Summary:

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:

Order Entry and CRM Management

• 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.

Distribution and Operations Coordination

• 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.

Account Health and Reporting

• 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.

Customer Service

• 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.