Customer Service Representative

About the role

The Customer Service Representative focuses on maintaining strong relationships with partner vape shops and retail accounts. This role serves as a primary marketing and logistics liaison, ensuring shops are well-stocked, updated on brand promotions, and equipped with the necessary marketing materials. The role also handles high-level retail disputes and defect claims to ensure long-term partnership satisfaction.

Key responsibilities

• Respond to customer inquiries via phone calls, emails, live chat, social media platforms, and messaging applications in a timely and professional manner.
• Confirm receipt of merchandise and point-of-sale (POS) marketing materials at partners shops.
• Proactively update shop owners on upcoming product launches, monthly promos, and marketing campaigns.
• Monitor the placement and condition of in-store marketing displays to ensure brand visibility.
• Conduct regular stock check-ins to monitor inventory levels and gathering movement data.
• Identify stock-out risks and coordinate with the sales team for replenishment.
• Assist shops with order status, shipment tracking, and investigating delivery discrepancies.
• Act as the professional point of contact for retail shop complaints and disputes.
• Process retail-level warranty claims and item defect reports, ensuring solutions align with company policy.
• Coordinate with the warehouse for the return or replacement of verified defective units.