Customer Service Representative

Swisher stands at the forefront of innovation in the consumer products industry, blending a legacy of excellence with a forward-thinking approach. Established in 1861, the family-owned company has evolved into a trailblazer, renowned for its iconic Swisher Sweets cigars, cutting-edge American-made Rogue and Ammo modern oral nicotine products, and the premium Drew Estate cigar collection, which features ACID, Liga Privada, and Undercrown. Poised for the future, Swisher is redefining traditional categories with Volt+Co -home to groundbreaking products such as Mojo Energy Pouches. Swisher is also home to more than two dozen American-made, non-combustible tobacco brands under the Helme Tobacco Co. umbrella. Based in Jacksonville, Florida, with operations spanning the U.S., the Dominican Republic, and Nicaragua, Swisher continues to lead through innovation, setting new benchmarks in quality and creativity. Learn more at swisher.com.

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.