Customer Service Representative OTP Distribution
Smoking Sales LLC, Linden, NJ, United States
Benefits
Competitive salary
Dental insurance
Employee discounts
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Position Summary
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.
Key Responsibilities
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
Required Qualifications
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)
Preferred Qualifications
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.
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Competitive salary
Dental insurance
Employee discounts
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Position Summary
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.
Key Responsibilities
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
Required Qualifications
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)
Preferred Qualifications
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.
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