Customer Service Representative

Job Summary: 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: 1. Respond to customer inquiries via phone calls, emails, live chat, social media platforms, and messaging applications in a timely and professional manner. 2. Confirm receipt of merchandise and point-of-sale (POS) marketing materials at partners shops. 3. Proactively update shop owners on upcoming product launches, monthly promos, and marketing campaigns. 4. Monitor the placement and condition of in-store marketing displays to ensure brand visibility. 5. Conduct regular stock check-ins to monitor inventory levels and gathering movement data. 6. Identify stock-out risks and coordinate with the sales team for replenishment. 7. Assist shops with order status, shipment tracking, and investigating delivery discrepancies. 8. Act as the professional point of contact for retail shop complaints and disputes. 9. Process retail-level warranty claims and item defect reports, ensuring solutions align with company policy. 10. Coordinate with the warehouse for the return or replacement of verified defective units. 11. Ensure retail partners remain informed of government regulations regarding age-restricted products. 12. Maintain accurate records of shop interactions, inventory updates, and resolved disputes. 13. Prepare weekly reports on retail feedback, stock levels, and marketing material distribution. 14. Follow workplace safety and operational procedures. 15. Perform other duties and responsibilities as assigned by the Immediate Superior or Executive Management.