Customer Service Representative

Job Description

• Location: Phoenix, Arizona (company headquarters)
• Reports to: Manager, Customer Service

COMPANY OVERVIEW

SV3 LLC, doing business as Mi-One Brands, is a global consumer products company based in Phoenix, Arizona. Mi-One designs, manufactures and distributes premium vaporizer products around the globe as well as owning retail stores and an e-commerce site. Mi-One has been ranked on the INC 5000 Fastest Growing Companies list for three years in a row and is rapidly expanding its product lines and global customer base.

POSITION OVERVIEW

This position is responsible for delivering exemplary customer service to Smoking Vapor’s internal and external customers with each interaction. The Customer Service Representative must comply with strict guidelines and address and document customer feedback and escalations as required.

Must be able to cover 9 am to 6 pm Arizona time Customer Service shift.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service

• Document all relevant customer traceability information to initiate customer feedback
• Communicate directly via telephone and email with to receive and document reports of customer feedback and document accordingly
• Troubleshoot customer product related issues by guiding them through relevant items in the Directions for Use (DFU), Frequently Asked Questions (FAQs), and product literature
• Responsible for escalating customer concerns, when required, to Customer Service Manager
• Assess and generate Return Material Authorizations (RMAs) as needed
• Manage all incoming returns and assist the supplier with directing specific returns to the proper location
• Oversee outgoing RMA orders and tracking along with daily inventory counts within supplier web portal
• Assist in the investigation of customer complaints through document reviews and customer follow-up
• Communicate directly with Management on reports of customer complaints as needed
• Assist with helping to maintain certain aspects of the quality management system as needed (e.g. Document control/change control activities; employee training)
• Provide customer support (reactive and proactive) including handling/routing phone calls, emails received from support@smokingvapor.com, Zendesk e-mail ticketing system and exceeding customer expectations at resolving problems
• Manage incoming replacement order flow and order processing including creating sales orders (S/O) and all associated documentation
• Assist customers in identifying the proper spare or replacement component part numbers needed
• Maintain device serial number tracking logs
• Accurately maintain and update account information
• Communicate changes or cancellations in sales orders to appropriate departments
• Provide effective support to the sales force and assist in the closing process (follow up with customer, sending marketing materials as needed)
• Timely submit all reports to include weekly/monthly sales activity and expense reports
• Work closely with Inside Sales to recognize and track complaint trends
• Update Standard Operating Procedures and Work Instructions to better processes as needed
• Attend meetings to discuss process improvements, complaint trends, difficult complaints, new issues, so on.
• Ability to adhere to pre-defined schedules to start and close customer complaints in a timely manner

Sales Support

• New customer creation across SV3 systems, maintaining accuracy and data integrity
• Create orders for domestic and international customers and distributors in CRM
• Assist Sales, Customers, and Distributors with product and sales order questions
• Provide sales support to sales personnel as required

ADDITIONAL ACTIVITIES

• Respond to customer needs promptly and courteously.
• Follow up on complaints and complaint documentation promptly
• Become subject area expert on all the products and services that SV3 provides.
• May assist with helping to maintain certain aspects of the Quality Management System as needed e.g. Document control / change control activities, employee training, and Customer satisfaction surveys
• Other duties as required

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Two years of professional experience required in a customer service role.
• Excellent oral and written communications skills.
• Excellent telephone communication skills
• Proficiency in the use of desktop applications and MS Office
• Must be able to work both independently and in a matrix environment
• Superb attention to detail, well organized and willingness to follow up with customers
• Must be able to apply existing processes and SOPs to everyday work
• Fast learner and able to pick up new computer systems quickly
• Ability to navigate multiple web portals and computer systems to extract information required for one feedback
• Must be multi-task oriented
• Must be able to work rapidly to assist customers, and provide sales support all on the same day
• Ability to “roll up your sleeves” in a small company environment

DESIRED SKILLS AND QUALIFICATIONS

Commitment to highest standards of excellence and integrity

Strong computer skills and proficient with MS Office products; excel/power point/Word

Strong data analysis and presentation skills

Mechanical and/or technical skills

COMPENSATION

Competitive salary, comprehensive insurance benefits package, and 401(k). Compensation package will be commensurate with qualifications, expertise, and experience.

Submit resume to: Careers@mipod.com

Or Apply Online by visiting this Link

*A job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Sales Associate

Job Description

• Location: Phoenix, Arizona (company headquarters)
• Reports To: Sr. Director of Sales

COMPANY OVERVIEW

SV3 LLC, doing business as Mi-One Brands, is a global consumer products company based in Phoenix, Arizona. Mi-One designs, manufactures, and distributes premium vaporizer products around the globe as well as owning e-commerce sites. Mi-One has been ranked on the INC 5000 Fastest Growing Companies list for six years in a row and is rapidly expanding its product lines and global customer base.

POSITION OVERVIEW

The SV3 Sales Associate role requires a self-driven, ambitious, goal-oriented, and a “can-do” attitude. A willingness to make outbound calls to wholesale accounts and drive revenue by building and developing a strong sales pipeline and establishing relationships with current and future clients.

DUTIES/ RESPONSIBILITIES:

• Develops and maintains relationships with potential and existing clients in the vape wholesale fields
• Identifies and locates new clients through a variety of methods including networking and cold calls.
• Applies knowledge of the field and product features to match products to the needs of clients.
• Answers inquiries from clients concerning products, their uses, and the industry at large.
• Provides information, quotes, credit terms, and other bid specifications to clients.
• Negotiates prices, terms of sales, and/or service agreements; prepares contracts and submits orders.
• Collaborates with purchasing/ warehouse departments, managers, and other staff to confirm that orders are processed with accuracy and efficiency and that products are distributed properly.
• Periodically prepares & reports results, status of accounts, and leads to manager.
• Performs other duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent sales and negotiation skills.
• Thorough understanding of vape products to be sold.
• Organized with attention to detail.
• Proven ability to hustle, prospect, build and maintain relationships with clients.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree in Business, or related field preferred. Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Travel to meet with clients or potential clients will be required on occasion.

*A job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Submit resume to: Careers@mipod.com

Or Apply Online by visiting this Link

Warehouse Associate

Job Description

• Location: Phoenix, Arizona (company headquarters)

COMPANY OVERVIEW

SV3 LLC, doing business as Mi-One Brands, is a global consumer products company based in Phoenix, Arizona. Mi-One designs, manufactures, and distributes premium vaporizer products around the globe as well as owning e-commerce sites. Mi-One has been ranked on the INC 5000 Fastest Growing Companies list for six years in a row and is rapidly expanding its product lines and global customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist shipping and receiving unloading trucks, checking in merchandise, matching purchase orders to sales orders and distributing to sales associates for processing.
• Read customer orders, work orders, shipping orders or requisitions to determine items to be moved, gathered, or distributed and/or shipped.
• Move materials and items from receiving or storage areas to shipping or to other designated areas.
• Sort and place materials or items on racks, shelves or in bins according to predetermined sequence such as size, type, style, and color or product code.
• File requisitions, work orders or requests for materials, tools or other stock items and distribute items to shipping or to designated route driver storage area.
• Ensure warehouse is accessible and safe for salespeople and customer traffic.
• Assemble customer orders from stock and place orders on pallets or shelves or relocate orders to a holding area or shipping department.
• Mark materials with identifying information using appropriate method.
• Open bales, crates, and other containers
• Record amounts of materials or items received or distributed via appropriate computer program.
• Assist in counting of physical inventory.
• Weigh and count items for distribution within plant to ensure conformance to company standards.
• May be assigned facilities maintenance duties as needed.
• Complete requisition forms to order supplies from other departments.
• Prepare parcels for mailing.
• Sweep, dust, and mop. Organize warehouse and work area for orderliness at all times.
• Wear the proper safety equipment.

Competencies:

• Communication Proficiency.
• Organizational Skills.
• Mathematical Skills.
• Technical Capacity.
• Thoroughness.
• Time Management.

Supervisory Responsibility

This position will have no supervisory responsibility.

Work Environment

This position works in a warehouse setting, with some outdoor exposure during the workday. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and standard warehouse equipment such as hand trucks, box cutters and tape dispensers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; and stoop, kneel, crouch or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move objects up to 30 -50 pounds.

*A job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Submit resume to: Careers@mipod.com

Or Apply Online by visiting this Link