Position Summary: [MUST BE 21+ TO APPLY]
The Inside Sales Assistant – Dispensary Partner Retention is responsible for protecting and growing revenue within Friendly Brand USA and Home Grown's existing wholesale dispensary partner base. This role owns proactive outreach to retail accounts, with particular focus on partners who have not placed an order within the last 30 days, working to re-engage them, resolve barriers to ordering, and secure repeat business. The role blends relationship management, order processing, data analysis, and cross-functional coordination to drive consistent, measurable revenue growth from the current book of business.
Key Responsibilities
- Account Retention & Outreach: Serve as the primary point of contact for an assigned portfolio of wholesale dispensary accounts, with a focus on retention and reorder frequency.
- Proactively call and email dispensary partners — particularly accounts that have not ordered within 30 days — to re-engage the relationship and generate new orders.
- Build and maintain strong, trust-based relationships with dispensary buyers, managers, and budtenders to encourage consistent reordering.
- Understand each account’s ordering patterns, product mix, and buying cycle to anticipate needs and prevent lapses before they happen.
- Proactively build mock/suggested orders for accounts based on historical purchasing patterns, current inventory levels, and sales trends, then present them during outreach calls to speed up decision-making and increase order conversion.
- Customer Success: Listen for and identify account pain points — pricing questions, product availability, delivery issues, invoicing concerns — and route or resolve them promptly.
- Partner with support representatives to ensure service issues are logged, tracked, and closed out in a timely manner.
- Escalate recurring or high-impact support needs to the Sales Manager or Operations Director as appropriate.
- Conduct monthly check-in meetings with key accounts to review pain points, highlight wins, and identify ways to increase success and growth for the partnership.
Order Processing & Distribution Coordination: Enter, verify, and process wholesale orders accurately through the distribution/order management system.
- Coordinate with distribution and operations teams to confirm order accuracy, delivery timing, and fulfillment issues.
- Follow up with accounts on order confirmations, delivery windows, and any changes or substitutions.
- Accounts Receivable Support: Support accounts receivable communications with dispensary partners, including payment reminders, invoice questions, and coordination with the finance/AR team on past-due balances.
- Help balance revenue-generation efforts with healthy AR practices, flagging credit risk or payment concerns to management.
- Reporting & Data Analysis: Analyze account-level and territory-level sales reports to identify at-risk accounts, ordering trends, and growth opportunities.
- Connect and reconcile data across sources — Headset market data, retailer-provided sell-through reports, and field team observations — to build a complete picture of account performance.
- Translate data insights into specific outreach priorities and share relevant trends with the Sales Manager and Sales and Revenue Growth Director.
- Maintain accurate, up-to-date records of account activity, call/email outreach, and order history in the CRM.
- Cross-Functional Collaboration: Serve as the connective link between the field sales team and internal reporting, ensuring field insights (shelf presence, competitor activity, budtender feedback) are captured and reflected in account strategy.
- Report directly to the Operations Director on distribution, fulfillment, and inventory-related account issues, while collaborating closely with the Sales Manager on account strategy and territory priorities.
- Collaborate with the Sales and Revenue Growth Director on retention targets, reporting needs, and revenue growth initiatives.
- Support field sales representatives with account intelligence, reorder alerts, and coordinated outreach.
- Receive day-to-day directives and priorities via HubSpot tasks, and strive to complete all assigned tasks by their given due date.
- Revenue Growth Support: Identify upsell and cross-sell opportunities within the existing account base to support overall revenue growth goals.
- Assist with promotional and new-product launch communication to existing accounts.
- Track individual and territory-level retention and revenue metrics against goals; report progress regularly.
- Recommend process improvements to reduce account churn and improve reorder cadence.
Qualifications
- 1–3+ years of experience in inside sales, account management, or customer retention, ideally within cannabis, CPG, beverage, or another distribution-driven industry.
- Proven track record of proactive outbound outreach (phone and email) and meeting revenue or retention targets.
- Strong analytical skills, with comfort interpreting sales reports and data from multiple sources (e.g.,
Headset, retailer portals, Hubspot, internal CRM/ERP).
- Experience with order entry/distribution systems and general accounts receivable processes preferred.
- Excellent verbal and written communication skills, with a customer-first, relationship-driven approach.
- Highly organized, detail-oriented, and able to manage a high volume of accounts and daily outreach. Comfortable working cross-functionally with Sales, Operations, Finance, and field teams.
- Proficiency with CRM software, spreadsheets (Excel/Google Sheets), and general office/communication tools.
- Knowledge of the cannabis industry and dispensary/wholesale distribution model is a strong plus.
Compensation
This position offers an hourly rate of $23.00-$25.00, commensurate with experience, plus any applicable benefits per company policy.
Working Conditions
This is primarily a desk-based, phone- and computer-intensive role requiring daily outbound calling, email correspondence, and data review. Occasional collaboration with field sales staff and travel for team meetings may be required.
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you over 21+ years of age?
Work Location: Hybrid remote in Roseville, CA 95678
