Customer Service Representative (CSR)

Quality Importers (QI) is a wholesale distribution company specializing in premium cigar accessories and focused on business-to-business sales within a within a dynamic and evolving industry. We represent established brands and provide innovative products to retailers and customers worldwide.

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our growing team. This role is responsible for providing exceptional support to customers and retail partners through phone, email, and case management while ensuring product concerns, warranty requests, and service issues are resolved efficiently and accurately.

Key Responsibilities

• Respond to customer service and warranty calls and emails in a timely manner
• Return customer voicemails and follow up as needed
• Proactively contact customers to gather feedback and survey responses
• Create, manage, and process customer service cases
• Provide timely updates to retailers regarding case status
• Troubleshoot and diagnose product-related issues with customers
• Process replacement orders and issue call tags
• Track and report monthly errors and product defects
• Document damaged items through photos for reporting purposes
• Manage returned shipments and coordinate reshipments
• File and follow up on shipping carrier claims for lost or damaged packages
• Schedule pickups for damaged product deliveries
• Coordinate with carriers (FedEx, UPS, USPS) for reroutes, tracking updates, and issue resolution
• Respond to carrier communications regarding shipment approvals, returns, and missing information

Qualifications

• Minimum of 2 years of customer service experience
• Strong problem-solving skills with high attention to detail
• Excellent verbal and written communication skills
• Ability to work both independently and collaboratively within a team
• Strong sense of urgency with a commitment to accuracy
• Experience with NetSuite or a similar ERP system is a plus
• Experience in a product-based or retail environment (electronics experience highly valued)
• Cigar accessories or related industry knowledge is a plus

What We’re Looking For

• A strong work ethic and reliability
• A proactive, “figure-it-out” mindset
• Someone who takes ownership and follows through
• Ability to manage multiple tasks without sacrificing quality

Why Join Us

• Opportunity to be part of a growing team
• Collaborative and supportive work environment
• Ability to make a direct impact on customer experience and operations