Customer Care Associate

About Us:

D&A Distribution, LLC d/b/a Strictly E-Cig is one of the largest vape distributors on the East Coast. We specialize in premium products and pride ourselves on operational excellence, compliance, and exceptional service. Our team is dedicated to providing exceptional service and ensuring customers receive accurate, timely, and professional support. We’re looking for a motivated Customer Care Associate to join our warehouse team and help keep operations running smoothly.

Responsibilities:

• Answer customer inquiries by phone, email, and chat regarding orders, shipments, and products
• Process customer orders, returns, and exchanges accurately in the system
• Process credit card payments and credit memos
• Work with warehouse staff to ensure orders are picked, packed, and shipped correctly
• Track shipments and provide updates to customers
• Assist with account updates and maintain accurate customer records
• Resolve order or product issues quickly and professionally
• Review inventory availability and communicate out-of-stock updates to customers
• Assist with compliance-related questions regarding vape/CBD products
• Support the sales and logistics teams with order adjustments or special requests
• Help prepare reports on customer service activity or product feedback
• Rotate days with the rest of the team to cover the reception desk
• Maintain a positive and professional attitude while representing the company

Requirements :

• Prior customer service experience (call center, warehouse, or distribution preferred)
• Strong communication skills – both verbal and written
• Excellent organizational skills and attention to detail
• Ability to multitask in a fast-paced environment
• Proficiency in Microsoft Office; SAP or similar ERP systems is a plus
• Knowledge of vaping/CBD industry products and regulations preferred
• Problem-solving mindset with a focus on customer satisfaction
• Must be able to pass our employment screening check

Compensation

• Hourly Rate: Between $15.00 and $16.00 per hour (based on experience and qualifications)

What We Offer

• Health, dental, and vision insurance (ICHRA plan)
• 401(k) with company match
• Paid time off and paid holidays
• Employee discount
• Opportunities for career growth and advancement
• A supportive, team-oriented work environment

Position Type/Expected Hours of Work:

• 9:00 a.m. - 6:00 p.m. Monday – Friday
• This is an in-person position.