The Customer Care Manager will be responsible for ensuring timely resolution of customer inquiries, RMAs, and replacement requests. This is a customer facing role focused on Solar (PV) and BESS (Battery Energy Storage Systems) projects. This position will be responsible for liaising with clients in circumstances where replacement or return items are requested. The Customer Care Manager will also evaluate current procedures and work with internal teams to implement improvements, further database capabilities, and streamline processing to provide continuous improvement suggestions and reduce mean time to resolution (MTTR). The ideal candidate will develop a strong working knowledge of the other departments functions including, but not limited to Production, Sales, Integration, Engineering, Shipping, and Accounting.
Duties and Responsibilities
- Lead communication between the Customer Care team and other departments on behalf of customers
- Performs complex client service duties and ensures a high level of efficiency.
- Tracks projects and Customer Care tickets with the use of Salesforce and other service platforms as necessary.
- Responsible for tracking product issues, replacements, samples and returns and proactively relaying status updates to customers.
- Review customer contractual terms and conditions for compliance with Senior Manager, Customer Care, especially in terms of warranty.
- Benchmark and incorporate standard methods for product claims, returns and processing.
- Handles customer escalations as needed via call/email to achieve timelyresolution.
- Acts as a main point of contact for customers and other stakeholders, to coordinate, review, organize, and communicate with. This includes written and verbal communication, meetings, submittals, training.
- Manages Outward Customer Experience including being the point of contact for Customer Complaints, Customer Satisfaction and obtaining feedback from customers including creating customer surveys.
- Stays current with and can report on manufacturing updates and estimated completion dates; coordinates with clients for special instructions for shipping/expediting.
- Generates process flows for FRRs, RMAs and oversees the administration of these functions. Creates homogeneous process between various Shoals sites.
- Assumes the go-to person accolade to for all FRR, Samples and RMAs. I.e., the usher to take these individual orders from quality, engineering, integration, manufacturing, and shipping. Simultaneously updating clients as appropriate.
- Works as the Customer Service process owner improving processes and developing the client survey system.
- Mentor and train Customer Care Specialists on processes, product, and strategy
- Minimum of 3 years of customer support or technical support experience in the technology sector, preferably in solar, energy storage, wind, or other power generation.
- Intermediate to advanced experience with Salesforce and Excel.
- Effective oral and written communication and negotiation skills. Ability to prepare responses clearly, thoroughly, and concisely.
- Ability to interface with various stakeholders with different technical levels and educational backgrounds.
- Must be detail-oriented and highly organized, focusing on workload prioritization.
- Must be able to produce accurate and timely results while maintaining a positive customer service attitude.
- Exceptional customer service experience required. Build relationships, identify needs, and propose solutions to complex issues.
- Ability to adjust to shifting priorities and meet high-volume and concurrent projects/assignments deadlines.
- Ability to foster and maintain working relations with assigned clients, act as a single point of contact for assigned projects.
- Related military or technical experience preferred.
Preferred Qualifications:
- PMP Certification
- Bachelors degree or equivalent experience
Shoals Technologies Group, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.