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 ResponsibilitiesProcess Return Goods Authorizations (RGAs) and refunds for returned products, ensuring accurate and timely resolutionResolve credit card disputes by compiling necessary documentation and submitting claims to payment processorsResolve subscription payment failure issues, coordinating with internal customer service for reshipmentsReview and correct address labels for undeliverable shipments, ensuring accurate delivery informationFollow up on in-store tickets by coordinating with Territory Managers (TMs) and Region Managers (RMs) to address and resolve retail inquiriesCollaborate with cross-functional teams to maintain a structured and consistent notation system for building monthly reports and tracking complaintsContribute to the improvement of internal processes to improve efficiencyMaintain accurate records of all transactions and actions takenPerform other related duties as assignedQualifications1+ year experience serving in an administrative support capacity in a corporate environmentHigh school diploma or equivalentStrong organizational and time-management skills, with the ability to prioritize tasks effectivelyExcellent attention to detail and accuracyAbility to communicate effectively to all levels of employees, both verbally and in writingAbility to multitask and handle competing priorities simultaneouslyStrong problem-solving and analytical skillsProficient in Microsoft Office (Word, Excel, and PowerPoint)Preferred Qualifications1+ year of customer service experience utilizing reporting and notation, including refund and exchange processingExperience with customer service ticketing tools (Zendesk, HubSpot Service Hub, NetSuite, etc.)What We OfferBase salary and bonus programMedical, dental, vision, life insurance effective on date of hireGenerous 401(k) PlanDefined Contribution PlanPaid vacation and paid holidaysTuition reimbursementProfessional growth and development programs to help advance your career!
Customer Care Coordinator (e-Commerce)
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