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.