Global Customer Support Services Representative II

Basic Job Functions

The Representative
- Global Customer Support Services II is the operational interface for external and internal customers in order to support post-sales service related activities including but not limited to warranty and recycling claim as well as customer complaint and inquiry handling for all post-sales service concerns. The candidate is responsible to achieve maximum customer satisfaction through fast execution of claims, while following internal processes and standards and guidelines.

The candidate must identify and communicate customer needs to PSO management and drive process improvements through cross-functional collaboration. Strong communication skills with both external and internal stakeholders are essential.

• Associates degree in Business or Management required but not mandatory with equivalent work experience.
• BS in Business, Organizational Development or similar preferred.
• 3-8 years  work experience, preferably in green energy industry or global organizations.
• 2-4 years  experience in project/process management
• Prior experience in customer service, customer relationship management and/or warranty required
• Experience in a photovoltaic or power generating industry preferred

• Demonstrated excellence in customer relationship.
• Excellent verbal and written communication skills across multiple levels of FS cross functional teams.
• Ability to lead cross-functional teams within an international network of associates and contractors with minimum supervision.
• Proven ability to work on Customer Relationship Management and/or Warranty Management software systems.
• Has Sales/Logistics software knowledge in SAP, Oracle, Salesforce or similar systems.
• Proven problem solving skills.
• Must be motivated to work independently & with minimal supervision.
• Must have strong organizational skills.
• Proficient use of all Microsoft Office suite programs.
• Fluent English language skills, additional language beneficial.
• Change oriented and adaptable to changing business situations.

• On time execution of back office activities including but not limited to:
  • Warranty and Recycling claims processing.
  • Customer complaint/inquiry handling.
• Determine, understand and communicate the customer needs to the PSO management.
• Ensure customer s needs are met & to meet or exceed their expectations.
• Interface with Post Sales Operations team and peers for all needs and requirements of customers, ensuring clear communication pass-downs.
• Coordinate internal and external communications regarding customer inquiries.
• Proactively drive regular customer communication in order to ensure comprehensive information flow.
• Coordination, observation and follow-up on customer projects and providing information to internal stakeholders.
• Educate customers on warranty terms, processes and best practices, providing clear guidance on compliance requirements.
• Responsible for executing product warranty replacement process and initiating logistics process.
• Provide training to internal/external customers on post-sales related topics.
• Proactively support special after sales projects.
• Prepare summary reports and analysis including KPI for the respective area of work.
• Ensure compliance with SoX and CAPs for processes within area of responsibility.
• Analytical approach to work and ability to prioritize and take direction on priorities.
• Support the development, execution, and maintenance of a Post Sales operating system that satisfies global PSO requirements, enables enterprise wide decision making and drives continuous improvement efforts.
• Support cross-functional project teams to establish post-sales processes and service capabilities in new countries to ensure all aspects of post-sales service is executable prior to service request submission.
• Other duties as assigned.
• Job description subject to change at any time.

• This position reports to the Manager
  - Field Services GCSS.

• Up to 25% of travel may be required (domestic and international).

• $58,656-$80,000 Annually.

• Will sit, stand or walk short distances for up to the entire duration of a shift.
• Will climb stairs on an occasional basis.
• Will lift, push or pull up to 37 pounds on an occasional basis.
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis.
• 20/40 vision in both eyes together, with or without correction, is required.
• Must be able to comply with all safety standards and procedures.
• May reach above shoulder heights and below the waist on a frequent basis.
• May stoop, kneel, or bend, on an occasional basis.
• Ability to wear personal protective equipment is required (including but not limited to; steel-toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards, and a condition of employment and continued employment (requires little or no facial hair) for those requiring respirator use.

All positions in our office require…