![Shoals Technologies Group](https://media.trabajo.org/img/noimg.jpg)
Customer Care Manager
2 months ago
Customer Care Manager
Shoals Technologies Group, Inc. is a leading provider of electrical balance of systems (EBOS) solutions for solar, energy storage, and eMobility. Since its founding in 1996, the Company has introduced innovative technologies and systems solutions that allow its customers to substantially increase installation efficiency and safety while improving system performance and reliability. Shoals Technologies Group, Inc. is a recognized leader in the renewable energy industry whose solutions are deployed on over 20 GW of solar systems globally.
Shoals Technologies Group was founded in 1996 as a component supplier in the automotive industry. In 2002, Shoals pivoted into the nascent solar industry, first as a component supplier to First Solar, and then later as a provider of cable harnesses to solar EPCs. Over time, through developing and deploying many unique patented technologies, Shoals became known as a leading supplier of American-made Electrical Balance of System, or EBOS, solutions that make utility-scale solar installation safer, faster, more reliable, and more cost-effective. The year 2021 heralded a new era for Shoals Technologies Group, starting with our IPO on January 27. This marked the expansion of Shoals value proposition into energy storage and EV charging infrastructure, as well as international growth. With an expanded value proposition and a new identity as a public company, it was time to update the brand as well.
Shoals is a collection of engineers and solar evangelists, curious minds and collaborators, optimists and advocates of sunnier days. In equal measures, the company challenges and supports each other to design, develop and deliver solutions that have the potential to change the world. Shoals Technologies Groups products are built on a foundation of American ingenuity. With manufacturing facilities in Portland, Tennessee and Muscle Shoals, Alabama, all of our products are designed and built to last for the life of the system.
Overview:
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 Qualifications:
- 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 preferred.
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.
-
Client / Customer Care Rep
1 day ago
Portland, United States Portland Veterinary Emergency and Specialty Care Full timeJob Type Full-time Description Portland Veterinary Emergency and Specialty Care (PVESC) is building a community of team members who want to learn, grow and thrive in an environment that provides the highest quality care to our patients and their people. PVESC has a long-standing history of being one of the go-to veterinary hospitals in beautiful southern...
-
Care Management Navigator
1 month ago
Portland, United States Martins Point Health Care Full timeJoin Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an...
-
Care Management Navigator
4 weeks ago
Portland, United States Martins Point Health Care Full timeJoin Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an...
-
Customer Care Representative
1 month ago
Portland, United States Columbia Sportswear Full timeCustomer Care Representative **** Customer Care Representative At Columbia, were as passionate about the outdoors as you are. And while our gear is available worldwide, were proud to be based in the Pacific Northwest, where natural wonders are our playground. Every product we make and every task we undertake is inspired by the famous words of our founder...
-
Customer Care Associate
2 months ago
Portland, United States Fully Full time** Customer Care Associate** Company: Fully Location: Portland, OR Type: Full-time Description: Were looking for a **Customer Care Associate** to work out of our offices in Portland, Oregon. Please read this ad thoroughly, and please note: ***We do not accept resumes without the accompaniment of a cover letter.*** We want to get to know you a bit, so help...
-
Customer Service Representative
1 month ago
Portland, United States HOYA Vision Care Full timeHoya Optical - Portland, 4500 SE Criterion Court Suite 200, Milwaukie, Oregon, United States of America ● Milwaukie, OR, USA Req #2096 Tuesday, July 16, 2024 HOYA and Seiko Driven by passion for innovation and development, Hoya Vision is constantly moving boundaries. By use of extensive research and cutting- edge technology we provide tailored optimized...
-
Customer Care Representative
3 weeks ago
Portland, Oregon, United States Hanna Andersson Full timeWe are the champions of childhood Hanna Andersson is a Portland, Oregon-based premier kids and baby clothing brand. Our clothes are made to play, made to last, and designed to let kids be kids. We have core commitments to design, quality, and sustainability, and we believe in helping families create meaningful everyday moments. These principles guide the...
-
Customer Care Representative
2 weeks ago
Portland, United States Newton Baby, Inc. Full timeJob DescriptionJob DescriptionWe are seeking a Customer Care Representative to join our team to assist in continuing the highest level of standards in care and customer outreach which are the hallmark of Newton Baby. You will be responsible for helping customers by providing product and service information, resolving technical issues, reporting on events in...
-
Customer Care Representative
2 weeks ago
Portland, United States Pyramid Heating & Cooling Full time $23 - $28Job DescriptionJob DescriptionPyramid Heating & Cooling is a small HVAC operation with a primary focus on existing residential home HVAC system replacement and service and has expanded into small commercial markets. We withstood the largest downturn in the economy with no layoffs and increased employee benefits.We are currently seeking a Customer Care...
-
Customer Care Representative
2 weeks ago
Portland, United States Pyramid Heating & Cooling Full timePyramid Heating & Cooling is a small HVAC operation with a primary focus on existing residential home HVAC system replacement and service and has expanded into small commercial markets. We withstood the largest downturn in the economy with no layoffs and increased employee benefits.We are currently seeking a Customer Care Representative for our Portland...
-
Customer Care Representative
2 months ago
Portland, United States Oregon Humane Society Full timeJob DetailsLevel Entry Job Location Portland Campus - Portland, OR Position Type Full Time Salary Range $17.71 - $18.09 Hourly Customer Care RepresentativeAbout the Oregon Humane Society Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. Through our...
-
Customer Service Manager
3 months ago
Portland, United States SERVPRO of Southwest Portland Full timeJob DescriptionJob DescriptionBenefits:Bonus based on performanceCompany carCompetitive salaryFree uniformsOpportunity for advancementPaid time offVision insurance Customer Service Manager Job SummaryThe customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the...
-
Customer Service Manager
4 weeks ago
Portland, United States SERVPRO of Southwest Portland Full timeJob DescriptionJob DescriptionBenefits:Bonus based on performanceCompany carCompetitive salaryFree uniformsOpportunity for advancementPaid time offVision insurance401(k) matchingCompany partiesDental insuranceHealth insuranceTraining & development Customer Service Manager Job SummaryThe customer service manager is responsible for managing Production...
-
Veterinary Customer Care Specialist
3 days ago
Portland, Maine, United States Portland Veterinary Emergency and Specialty Care Full timePosition Type: Full-time Overview: Portland Veterinary Emergency and Specialty Care (PVESC) is dedicated to fostering a community of professionals who are eager to learn, develop, and excel in an environment that prioritizes exceptional care for both our patients and their owners. If you are passionate about contributing to a high-quality veterinary...
-
Customer Care Representative
1 month ago
Portland, United States Jacuzzi Group Full timeJob DescriptionJob DescriptionFounded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 7 successful locations launched nationwide in...
-
Customer Care Representative
2 weeks ago
Portland, United States Jacuzzi Group Full timeJob DescriptionJob DescriptionFounded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 7 successful locations launched nationwide in...
-
Customer Care Team Lead
4 weeks ago
Portland, United States Oregon Humane Society Full timeJob DetailsLevel Experienced Job Location Portland Campus - Portland, OR Salary Range $21.15 - $22.24 Hourly DescriptionAbout the Oregon Humane Society Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where...
-
Veterinary Customer Care Specialist
3 days ago
Portland, Maine, United States Portland Veterinary Emergency and Specialty Care Full timePosition OverviewWe are seeking a dedicated and compassionate Veterinary Client Service Representative to enhance our team at Portland Veterinary Emergency and Specialty Care (PVESC). Our mission is to cultivate a supportive environment where both our team members and clients can thrive.About UsPVESC is a prominent veterinary facility in southern Maine,...
-
Customer Care Associate
3 months ago
Portland, United States Adventist Health Full time** Customer Care Associate (Outpatient)** **** New Adventist Health is more than an award-winning health system. We provide whole-person care to our communities and champion the greater good - from the operating room to the boardroom, we are driven by our unique passion to live God's love through health, wholeness and hope. From Oregon to Oahu, we have a...
-
Customer Success Manager
1 week ago
Portland, United States Cato Networks Full timeJob DescriptionJob DescriptionWelcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. Cato's unique technology inspired a brand-new product category, later named "SASE" by Gartner. Cato is the brainchild of...