Customer Care Coordinator (e-Commerce)

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 Care Coordinator (e-Commerce) is responsible for ensuring efficient and accurate processing of back-end e-commerce operations, including returns, refunds, payment discrepancies, and retail support functions. The Customer Care Coordinator (e-Commerce) requires close collaboration with internal teams such as e-commerce customer service, fulfillment, accounting, credit, and sales.

Key Responsibilities

• Process Return Goods Authorizations (RGAs) and refunds for returned products, ensuring accurate and timely resolution
• Resolve credit card disputes by compiling necessary documentation and submitting claims to payment processors
• Resolve subscription payment failure issues, coordinating with internal customer service for reshipments
• Review and correct address labels for undeliverable shipments, ensuring accurate delivery information
• Follow up on in-store tickets by coordinating with Territory Managers (TMs) and Region Managers (RMs) to address and resolve retail inquiries
• Collaborate with cross-functional teams to maintain a structured and consistent notation system for building monthly reports and tracking complaints
• Contribute to the improvement of internal processes to improve efficiency
• Maintain accurate records of all transactions and actions taken
• Perform other related duties as assigned
  
  

Qualifications

• 1 year experience serving in an administrative support capacity in a corporate environment
• High school diploma or equivalent
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively
• Excellent attention to detail and accuracy
• Ability to communicate effectively to all levels of employees, both verbally and in writing
• Ability to multitask and handle competing priorities simultaneously
• Strong problem-solving and analytical skills
• Proficient in Microsoft Office (Word, Excel, and PowerPoint)
  
  

Preferred Qualifications

• 1 year of customer service experience utilizing reporting and notation, including refund and exchange processing
• Experience with customer service ticketing tools (Zendesk, HubSpot Service Hub, NetSuite, etc.)
  
  

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!