Customer Service Representative

Smokingpipes; Loris (SC); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Casual dress

Tuition reimbursement

Referral bonuses

Year-end bonuses

Fresh fruit daily

Paid luncheons

Regular company events

Job summary

Smokingpipes in the United States is seeking a Customer Service Representative to engage with enthusiasts, answer inquiries, and build lasting relationships with customers who value depth and accuracy.

You'll handle inquiries by phone, email, and live chat, investigate issues, and guide buyers through product recommendations while maintaining meticulous records and a calm, professional approach.

Qualifications

• Excellent written and verbal communication required.
• Reliable and punctual with ability to handle multiple inquiries.
• Strong organizational skills and attention to detail.
• Interest in pipes and tobacco culture is a plus.

Responsibilities

• Answer inquiries via phone, email, and live chat with care and personal touch.
• Build relationships with repeat customers and community members.
• Track and resolve issues by coordinating with carriers or internal teams.
• Assist inside sales by guiding product recommendations.
• Maintain accurate customer records.

Skills

Exceptional communication skills

Reliability

Strong problem-solving instincts

Curiosity about pipes

Proficiency in Windows and Microsoft

Job description

We're building an amazing team of individuals.

Customer Service Representative

Looking for a job? Look elsewhere.

Looking for a calling — at a place where your brain, your standards, and your work ethic actually matter? Read on.

We're Smokingpipes — the largest online retailer of pipes and pipe tobacco in the world. We serve thousands of customers who notice everything. These aren't casual shoppers. They're enthusiasts who spend hours researching, comparing, and obsessing over details. They remember every interaction. They’re probably the nicest customers any company could ask for, but they often ask very esoteric questions and sometimes have very specific needs. And a Customer Service Representative’s job is not to get them off the phone as quickly as possible: it’s to make sure their needs are met, their questions answered, and build relationships with them.

Your role? You're the voice they hear when something matters. The person who turns a problem into a reason to order again.

WHAT YOU'LL ACTUALLY DO:

Answer inquiries via phone, email, and live chat with the kind of care that makes people write reviews like, "I can't believe how much they helped me. They actually gave a damn." More importantly, you’ll build relationships and trust with customers such that they absolutely know that if they do have a problem with a product Smokingpipes sells or a service it provides, it’ll be addressed diligently, professionally and with kindness and patience.

That's the standard. Every customer. Every interaction.

You'll also:

• Research orders to identify issues before customers even notice them
• Build relationships with repeat customers who become part of the community
• Work with carriers to track down missing packages and make things right
• Handle inside sales when customers need guidance on what to buy next
• Keep customer files accurate and up to date

YOU'LL THRIVE HERE IF:

You're not looking for easy. You're looking for right.

You show up on time because that's what professionals do. You listen because the details matter. When a customer has a problem, it bothers you — and you solve it instead of passing it off. You don't need someone standing over your shoulder to do good work; you do it because anything less pisses you off.

You don't just want to answer questions. You want to be the person customers ask for by name. The one who doesn't drop the ball. The one who makes everyone else's job easier because you handled your part right.

This is a landing pad, not a parking lot. People who excel here don't stay stuck; they grow into lead roles, operations positions, and other parts of the business as they demonstrate judgment and initiative.

YOU CAN EXPECT:

• Compensation and benefits: Competitive compensation; health, dental, and vision insurance; six paid holidays; generous PTO; 401(k) with 1:1 match up to 4% and no vesting period .
• Perks: casual dress (jeans and t‑shirts), tuition reimbursement, referral bonuses, year‑end bonuses, fresh fruit daily, paid luncheons, and regular company events.
• Growth: real opportunities to take on more responsibility as you master the work, improve processes, and show you can own outcomes—not just tasks.
• Culture: a passionate group of “Laudisians” who like the products, like the customers, and like working with other people who actually care.
• Reality check: we work around tobacco and smoke; many of us are enthusiasts. You’ll often be in smoking areas, so you’ll need to be comfortable with that.

WHAT YOU'LL BRING:

While experience in customer service or a related field would be nice, what we're really looking for is:

• Exceptional communication skills — written and verbal — that make people feel heard.
• A real intolerance for half-answers and brush-offs — when a customer needs help, you see it through.
• Reliability: on time, on site, able to work days, evenings (up to 7:00 p.m.), and some weekends.
• Strong problem-solving instincts and the organizational skills to juggle multiple inquiries without losing track.
• Curiosity about pipes, cigars, or really any other "deep hobby" worlds where the minutiae really matter.
• Proficiency in Windows and Microsoft Office; comfort learning new systems.
• A valid driver's license and the ability to pass a criminal background check.

THE BOTTOM LINE:

This job isn't for everyone. It's for people who take pride in solving problems right, who get frustrated when customers are treated like tickets instead of people, and who want to be part of a team that actually holds the line.

If you're reading this and thinking, "finally, a place that gets it" — apply below.

If you're reading this and thinking, "Wow, they sound intense" — we probably are. And that's fine. There are plenty of other jobs out there.

But if you want to be part of something where your effort matters, where quality isn't negotiable, and where showing up means actually showing up?

We're building something here. Come help us build it right.

Applicants being considered must pass a criminal background check. Our hiring and employment practices are based solely on job related criteria, and we do not discriminate on the basis of any characteristic protected by law.

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