Customer Service Specialist

At Plasencia Cigars, our culture is founded on a 160-year history of innovation and shared family values, anchored by a relentless pursuit of excellence. This enduring legacy fuels our commitment to crafting unparalleled luxury experiences that honor tradition while embracing the future. As a Customer Service Associate, you embody the voice and values of a distinguished luxury brand. This role is dedicated to creating seamless, meaningful, and memorable experiences for each client. Through impeccable attention to detail, refined communication, and a passion for excellence, you ensure that every interaction reflects the superior craftsmanship and heritage our brand represents. Responsibilities Deliver an exceptional, personalized concierge-level experience to clientele, expertly guiding them through product selection, order placement, tracking, and seamless management of returns or exchanges with impeccable professionalism and attention to detail. Provide guidance tailored to individual client preferences, employing sophisticated upsell and cross-sell strategies to enrich the luxury experience. Respond with poise and efficiency to customer inquiries across all platforms – phone, email, and internal channels, ensuring timely and thoughtful communication that reflects the elevated stature of the brand. Maintain meticulous, accurate records of customer information and transactions within advanced CRM systems, guaranteeing operational excellence and data integrity. Partner closely with Quality Control and cross‑functional teams to coordinate product exchanges, facilitate credit issuance, and resolve complex client concerns, enabling an effortless and delightful customer journey from order to delivery. Leverage customer insights and feedback documented in the CRM to proactively identify trends and opportunities, driving continuous refinement of service protocols and elevating the overall brand experience. Regularly report on customer feedback and service trends to leadership, contributing strategic insights that inform innovation and sustain the brand's commitment to excellence. Skill Requirements Exceptional written and verbal communication skills, including mastery of phone etiquette, enabling the creation of a welcoming, refined atmosphere for every client interaction. Advanced interpersonal and problem‑solving abilities, demonstrating composure, professionalism, and emotional intelligence in demanding and high‑pressure situations. Proven capability to thrive in fast‑paced, detail‑oriented environments, managing multiple priorities with outstanding organizational skills while maintaining the highest standards of service quality. Profound passion for luxury brands, complemented by prior experience in retail (ideally luxury), e‑commerce, or high‑end hospitality sectors, reflecting a deep understanding of the expectations and nuances of premium service. Technological proficiency with enterprise‑level CRM tools, omnichannel communication platforms, and Microsoft enterprise software suites (including Office 365, Teams, and Outlook) ensuring seamless, polished, and efficient digital communication and data management. Accuracy and speed in data entry, safeguarding the integrity of customer records and operational processes while confidently managing high volumes of calls and email inquiries with grace and efficiency. Behavioral Characteristic Requirements Poised, patient, and empathetic, maintaining grace and composure under pressure while attentively addressing the nuanced needs of clientele. Naturally collaborative and team‑oriented, fostering a culture of excellence by contributing to collective goals with professionalism and mutual respect. Meticulous and highly observant, driven by an unwavering commitment to uphold the exacting standards and subtle distinctions that define a luxury experience. Adaptable and agile, skillfully navigating evolving customer expectations and shifting internal priorities with confidence and resilience. Passionately dedicated to cultivating lasting emotional connections through sincere care, authenticity, and impeccable professionalism that resonate deeply with clients. Education and Experience High school diploma or GED required. Experience in customer service (2 years minimum). Language Requirements Fluent in English (verbal and written) required. Retirement (401k). Paid time off. Employee Assistance Programs (EAP). $41,600–$58,240 yearly (depending on experience, education, and qualification). Seniority Level Entry level Employment Type Full‑time Industries Tobacco Manufacturing #J-18808-Ljbffr