Customer Service Representative

Customer Service RepresentativeFor 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 ResponsibilitiesReceive, 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 customersProvide timely and accurate information to incoming customers requesting order status and product knowledge requestsProcess 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 itemsContact transporters for freight pick-up and ensures that cargo is routed appropriatelyAssist the internal sales team with order corrections and researching past ordersOrder products for tradeshows and consumer engagement eventsCommunicate with the supply chain department about potential problems with carriersCommunicate daily with transportation companies to resolve shipping and order entry errors and provide proof of deliveryPrepare, generate, and distribute reports and order acknowledgments to internal and external stakeholdersRespond to customer inquiries by clarifying, researching, locating, and providing informationMaintain assigned customer files to include updating e-mail addresses, primary contacts, and any additional customer requirementsPerform all other duties as requiredQualificationsHigh school diplomaStrong interpersonal skills, flexibility, and customer service orientationEffective communication and basic instructional skillsAbility to read, sort, check, count, and verify numbersAbility to prepare routine administrative paperworkAbility to multi-task and handle competing priorities simultaneouslyAbility to resolve difficult or stressful customer service issuesAbility to communicate effectively verbally and in writingProficient in Microsoft Office (Word, Excel, and PowerPoint)Experience using NetSuite preferredWhat We OfferBase salary and bonus programMedical, dental, vision, life insurance effective on date of hireGenerous 401(k) PlanDefined Contribution PlanPaid vacation and paid holidaysTuition reimbursementProfessional growth and development programs to help advance your career!Official Contact InformationEmail: All official emails will come from an @Swisher.com addressWebsite: Verify job listings and contact details on 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.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.