Customer Service Representative

For the past 162 years, Swisher has been an industry leader known for its iconic products and commitment to high quality standards. With a rich history, Swisher serves adult consumers through a diverse range of businesses, including Swisher Sweets Cigar Company, Helme Tobacco Co., Hempire, Rogue Holdings, and Drew Estate: The Rebirth of Cigars. We have a passion for people and helping them build rewarding careers. If you’re ready to create excitement and drive what’s next in the industry, we’d love to hear from you.
The Customer Service Representative is responsible for providing support to all internal and external customers. This includes analyzing and verifying the accuracy of order information in a timely manner, utilizing in-depth knowledge of company products and programs, and assisting with complaints, orders, errors, account questions, billing, cancellations, and other queries.

Key Responsibilities

Receive, process, and verify the accuracy of orders from customers received via fax, e-mail, phone calls, web orders, and EDI while providing quality service to both internal and external customers
Provide timely and accurate information to incoming customers requesting order status and product knowledge requests
Process customer return and product transfer requests according to established company/ department policies and procedures while working closely with the Credit Department to resolve disputed credit items
Contact transporters for freight pick-up and ensures that cargo is routed appropriately
Assist the internal sales team with order corrections and researching past orders
Order products for tradeshows and consumer engagement events
Communicate with the supply chain department about potential problems with carriers
Communicate daily with transportation companies to resolve shipping and order entry errors and provide proof of delivery
Prepare, generate, and distribute reports and order acknowledgments to internal and external stakeholders
Respond to customer inquiries by clarifying, researching, locating, and providing information
Maintain assigned customer files to include updating e-mail addresses, primary contacts, and any additional customer requirements
Perform all other duties as required

Qualifications

High school diploma
Strong interpersonal skills, flexibility, and customer service orientation
Effective communication and basic instructional skills
Ability to read, sort, check, count, and verify numbers
Ability to prepare routine administrative paperwork
Ability to multi-task and handle competing priorities simultaneously
Ability to resolve difficult or stressful customer service issues
Ability to communicate effectively verbally and in writing
Proficient in Microsoft Office (Word, Excel, and PowerPoint)
Experience using NetSuite preferred
What We Offer
Base salary and bonus program
Medical, dental, vision, life insurance effective on date of hire
Generous 401(k) Plan
Defined Contribution Plan
Paid vacation and paid holidays
Tuition reimbursement
Professional growth and development programs to help advance your career!
Official Contact Information
Email:
All official emails will come from an @Swisher.com address
Website:
Verify job listings and contact details on
<https://careers.swisher.com>
Important:
We will never contact you via Teams, Zoom, or Google Meets. If you qualify for an interview, the proper meeting method will be shared with you beforehand. Confidential information should only be shared through secure methods outside of email.