Vacancy caducado!
BayWa r.e. Solar Systems LLC is dedicated to supporting local, independent installers the foundation of a robust and healthy solar industry. We offer best-in-class products coupled with unrivaled customer support and a growing suite of services aimed at helping installation companies run more efficiently. We practice continual improvement and straight talk, and run a flat, lean, nimble organization. Our strong global presence together with our focus on creating meaningful, long-lasting partnerships makes BayWa r.e. Solar Systems LLC soundly positioned to support our expanding network of partners well into the future.
Please apply at: https://baywasolarsystems.bamboohr.com/jobs/
Summary:
This position is responsible for order processing and order management. This entails ensuring accuracy of orders, requesting payment, requesting freight quotes, managing open orders, allocating product and performing all duties in a manner which ensures a consistent and high-quality customer experience. At a high level, the CSL will be responsible for the post sales fulfillment process (including processing orders, logistics support, and follow-up with customers/vendors/internal departments as needed), and general customer interaction.
The position of Customer Support and Logistics is a full time salaried position that works directly with the customer, sales reps, and accounting department. The position has the potential to collaborate with all other departments as well.
Key Accountabilities:
Order Processing and Management 30%
Accountable for working with the sales representative, processing and managing orders to ensure their accurate and timely fulfillment and delivery.
Freight and Logistics 20%
Accountable for requesting accurate freight quotes, booking shipments, and ensuring accurate delivery of orders.
Customer Relations Management 30%
Accountable for the coordination and oversight of all customer order requirements and account management support.
Collaboration with Sales representatives 10%
Accountable to collaborate with the sales representatives on a daily basis to ensure seamless communication related to order fulfillment and management.
Continuous Improvement - 10%
Accountable for the development of personal growth, and working with fulfillment team as well as other departments as needed to ensure process remain efficient and effective.
Please apply at: https://baywasolarsystems.bamboohr.com/jobs/
Job Duties and Responsibilities:
Order Processing and Management 30 %
1. Manage customer correspondence by providing timely responses to questions about payment, account standing, order tracking, and other requests.
2. Maintain a high level of accuracy with sales order confirmations, including customer contact information; product type, quantity and pricing; and shipping and delivery needs.
3. Ensure that Inventory is allocated to every customer order.
4. Provide customer with requested shipping and delivery services as they are available to Baywa. Proactively call carriers and 3PLs to request new or non-standard services as they are needed.
5. Proactively reach out to customers when information is needed.
6. Ensure all customers custom documents are received in time to transmit to the warehouse before orders ship.
7. Work with Sales Reps as needed to ensure all orders in pipeline are properly dated and ship on time and in full.
8. Request freight quotes, book shipments, and acquire or accurately generate the needed documents to facilitate shipments.
9. Follow up with customers to drive strong customer communication through the entire order processing phase.
10. Required to confirm order with customer within 2hrs of taking the order.
11. Resolve order discrepancies and product availability issues with the support of the sales and purchasing teams, and/or customers in a timely and accurate manner
12. Support customers in resolving minor freight issues and or escalate issue to returns manager as needed.
Freight and Logistics 20%
1. Ensure all LTL and Parcel shipments have a Pacejet quote run before shipping.
2. Obtain the volume quote to schedule delivery service.
3. Arrange full truck volume pick up.
4. Ensure that all shipments have all of the required/requested services by the customer.
Customer Relations Management 30%
1. Build sustainable relationships of trust through open and interactive communication.
2. Drive the quality of the customer experience to be of the highest level possible.
3. Ensure customer service professionalism is delivered at all times even in the most difficult situations.
4. Manage expectations by clearly communicating potential order delays or constraints (delayed payments, product availability issues, missing or incomplete information) to Customers
5. Review all customer feedback in order to learn and improve upon the customer experience
Collaboration with Sales representatives 10 %
1. Partner with Sales representatives to manage and process orders to enhance the customer experience.
2. Engage in cross training efforts with sales to optimize functions and processes co owned by both sales and customer support representatives.
3. Support Sales Reps and Customers by proactively maintaining a comprehensive understanding of all open orders. Use back-order and backlog reports to secure complete and on-time delivery for the customer
4. Meet with Sales team and individual sales representatives to optimize functions and processes across both roles in the customer service chain.
5. Share learning with members in sales and logistics to drive improvements across Bay Wa r.e.
Continuous Improvement - 10%
1. Responsible for improving the systems and processes to ensure a positive customer experience is achieved with all customers.
2. Work with direct manager to improve personal/professional skills and development.
3. Identify areas of growth for both the organization and individual development.
BayWa r.e. Values
Effectiveness: Are we designed to achieve the results we want? Efficiency, diligence, discipline, plan-oriented, an analytical approach, excellence.
Partnership: With employees, vendors, and customers. We strive to make them more effective; we support their growth; we care about their success; we value teamwork internally and externally.
Honesty: Accountability; proactive communication with all stakeholders; trust; quality of service; integrity; professionalism.
Health: Sustainability personal (life + work balance): organizational (profitability, flexibility, adaptability); environmental; community-related (both the community of the PV industry and the communication in which we live and work). Having FUN is healthy.
Open-Mindedness: We are open to new ideas; were innovative; were creative; were respectful of other points of view; were humble.
Engagement: Individuals and teams setting and achieving goals with a fire in their belly. We value passion.
DESIRED SKILLS AND EXPERIENCE
TECHNICAL COMPETENCIES
(Proficiencies for application job-related knowledge, experience and skills.)
Ability to communicate professionally and accurately both verbally and in written form
Commitment to advancing Baywa r.e. Solar System's organizational values of Effectiveness, Partnership, Honesty, Health, Open-Mindedness, and Engagement
Exceptional attention to detail, organizational and problem-solving skills with the ability to prioritize work unsupervised under pressure in a busy environment
Demonstrated commitment and track record of providing an exceptional experience to peers and customers, and consistently executes performance with high standards of excellence
EDUCATION/EXPERIENCE/SKILLS
BA or equivalent. 2 years or more of customer service experience desired
Proficient on MS Excel and Word (NetSuite experience a plus)
Bilingual skills are a plus
Please apply at: https://baywasolarsystems.bamboohr.com/jobs/
Vacancy caducado!