Customer Experience Representative

4 weeks ago


Pinellas Park, United States Davidoff of Geneva USA Inc. Full time
Job DescriptionJob Description

Davidoff of Geneva USA, is a leading Caribbean manufacturer, US importer, distributor, retailer and marketer of premium cigars and luxury tobacco products. It is a fully owned by an esteemed Swiss family known worldwide as the Oettinger Davidoff Group. Our company is synonymous with quality, craftsmanship, and its commitment to the luxury lifestyle, representing world-renowned brands such as Davidoff, Zino, AVO and Camacho. At Davidoff of Geneva USA, we embrace our motto, "Time Beautifully Filled," not only for our customers but also for our employees. With a blend of Swiss precision and Caribbean passion, we offer a dynamic and supportive workforce ecosystem that values passion, integrity, and innovation. Our global family creates legacies where your contributions help shape exceptional and memorable experiences.


The Customer Service Representative serves as a liaison between customers and internal departments, playing a vital role in sales operations and service through regular interactions with both parties. This position aims to deliver exceptional service by addressing customer inquiries and resolving issues while offering enthusiastic support and maintaining a positive attitude. The ideal candidate should be adept at multitasking in a fast-paced work environment.


The role requires interaction with Customer Success Managers (CSMs) and support in placing and modifying orders while they are on the go.


A high degree of professionalism and proactiveness is crucial to this role. Additionally, flexibility, resourcefulness, and efficiency are crucial attributes for success.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties will be assigned.

  • Create top-quality service experiences by promptly addressing customer needs and ensuring overall customer satisfaction.
  • Receive, enter, and confirm orders received via phone, email, and ticketing process.
  • Process Return Material Authorizations (RMAs) and credit/debit memos.
  • Regularly update customer and account profiles, including contact information, credit card details, and store information.
  • Assist with various order management tasks, including modifying orders, notifying customers of changes, onboarding customers to the Portal, mapping accounts, or rejecting orders.
  • Adhere to schedules, multitask effectively, meet deadlines, and provide verbal and written responses to customers as required.
  • Collaborate cross-functionally with other departments including operations, marketing, and finance, to enhance the customer experience.
  • Work collaboratively with team members to meet deadlines and resolve challenges.
  • Seek assistance from management or Customer Success Managers (CSMs) as needed for approvals or special pricing.
  • Travel to and attend specific company events, such as trade shows, as assigned.




  • Strong background in SAP
  • Over 5 years of experience in customer service
  • Possesses a positive attitude, is curious, empathetic, and coachable
  • Demonstrates the ability to take initiative and adapt
  • Proficient in Microsoft Office programs, including Word, Excel, and Outlook




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