Customer Service Representative - OTP Distribution

Customer Service Representative - OTP Distribution Linden, NJ Job Details Full-time $17 - $21 an hour 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance Employee discount Opportunities for advancement Qualifications Live chat Record keeping Order management system Phone communication Regulatory compliance Mid-level High school diploma or GED Data entry CRM system proficiency SAP ERP Associate's degree Escalation handling Communication skills Client interaction via phone calls

Full Job Description Benefits:

Competitive salary Dental insurance Employee discounts Health insurance Opportunity for advancement Paid time off Training & development Vision insurance

P O S I T I O N S U M M A R Y

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.

K E Y R E S P O N S I B I L I T I E S

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

R E Q U I R E D Q U A L I F I C A T I O N S

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)

P R E F E R R E D Q U A L I F I C A T I O N S

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.