What are the responsibilities and job description for the Manager, Sales Operations position at Qcells?
Description
POSITION DESCRIPTION :
The Manager, Sales Operation will report to the Director of Dealer Experience or other Senior Manager and will enforce outstanding B2B customer service by leading the Sale Operations department projects and initiatives. This is a high-visibility role on a fast-growing team with an opportunity to support and contribute to the business's operations and build a foundation for the business to rapidly scale.
This position may be remote or based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures.
RESPONSIBILITIES
- Manage a growing team of Business Partner Advisors, including leading new hire training initiatives, performance reviews, and overall team alignment.
- Supervise, build, and maintain processes that increase productivity and remove bottlenecks.
- Proactively address installer escalated inquiries and resolve issues efficiently, ensuring a positive customer experience and high satisfaction levels.
- Monitor and analyze customer feedback to identify areas for improvement, implement strategies to enhance service quality and exceed customer expectations.
- Oversee the partner complaint management process through intake, triage, escalation, follow-up, reporting, quality assurance, and review.
- Produce compliance reports as needed as well as present results.
- Ability to Communicate change, drive training, share resources, and build relationships that enable partner success by staying tuned-in and driven by customer needs, industry trends, and current events.
- Collaborate cross departmentally to resolve issues and improve processes.
- Oversee that all processes are within Service Level Agreement.
- Maintain knowledge of the organization's products, services, procedures, and policies.
- Conduct quality assurance reviews for Business Partners Advisors communication and recommend operational improvements.
- Drive automation where possible and understand its benefits in scaling a business.
- Ensure the continuity of the team in the face of various risks through documentation and planning.
REQUIRED QUALIFICATIONS
PREFERRED QUALIFICATIONS
Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS :
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing
Handling
Reaching
Agility (F = Frequently, O = Occasionally, N = Never)
Turning
Twisting
Bending
Crouching
Balancing
Climbing
Crawling
Kneeling
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.
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