Customer Service Representative - OTP Distribution

Job Description

Job Description

P O S I T I O N S U M M A R Y

We are a fast-growing international distributor of other tobacco products (OTP) — including cigars, pipe tobacco, smokeless tobacco, and alternative nicotine products — seeking a detail-oriented and personable Customer Service Representative to join our operations team. In this role you will serve as the primary point of contact for wholesale customers, retail accounts, and internal teams across inbound phone calls,

text, live chat, and email. You'll manage the full order cycle from entry through fulfillment confirmation, ensuring every interaction reflects our

commitment to accuracy, speed, and professional service.

K E Y  R E S P O N S I B I L I T I E S

• Answer and manage inbound phone calls from wholesale and retail customers
• Respond promptly to customer texts, live chats, and internal employee inquiries via company platforms
• Accurately enter, process, and confirm customer orders in the company's order management system SAP B1
• Provide real-time order status updates to customers and internal sales/logistics staff
• Coordinate with warehouse and logistics teams to track shipments and expedite urgent orders
• Maintain accurate records of all customer interactions and order activity in the CRM
• Assist with back-order management, substitutions, and product availability inquiries
• Support the sales team with account inquiries and promotional order processing
• Escalate complex issues to supervisors and follow up to ensure resolution
• Uphold all regulatory and company compliance standards related to OTP sales and distribution

R E Q U I R E D  Q U A L I F I C A T I O N S

• High school diploma or equivalent; associate degree preferred
• Strong verbal and written communication skills across phone, text, and chat channels
• 2+ years of customer service experience, preferably in wholesale distribution or related industry
• Proficiency with order management or ERP systems, preferably SAP B1
• Comfortable working in a multi- channel, high-volume environment simultaneously
• Exceptional attention to detail and data-entry accuracy
• Ability to remain composed and professional under pressure
• Must be 21 years of age or older (industry regulatory requirement)

P R E F E R R E D  Q U A L I F I C A T I O N S

• Experience in the tobacco or OTP wholesale industry
• Experience working in SAP B1
• Prior experience using live-chat or SMS-based support platforms

This position is primarily office-based with extended periods of sitting, computer use, and telephone activity. The work environment is fast-paced and collaborative. Occasional overtime may be required during peak seasons or trade show periods. We are an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, national origin, disability, or veteran status.