Finde deine Karriere als Representative- Post Sales Operations I DEU bei First Solar in Deutschland

Document Title: Representative I – Post Sales Operations

Roles & Responsibilities

Job Title : Representative I – Post Sales Operations

Reports To : Regional Manager, Post Sales Operations

FLSA Job Status : Exempt

Location: Office presence and mobile work in Rhein-Main Area – Germany

Basic Job Functions :

The Representative I - Post Sales Operations is the operational interface to the external and internal customers for support of post-sales service related activities, including but not limited to warranty and recycling claim processing as well as customer training, complaints and inquiry handling. The candidate is responsible to achieve customer satisfaction and therefore must always be interested in determining, understanding and communicating the customer's needs by following processes, executing claims and spare part request to completion. The candidate should possess exceptional ability to communicate with external & internal customers to understand their issues & ensure closure to open cases. The candidate is required to have experience working with cross cultural-global customers & associates.

• > 2 years work experience, preferably in green energy industry or global organizations.
• Multiple years of customer service or customer relationship management experience preferred
• Experience in a photovoltaic- or power generating industry or logistic segment preferred.
• Prior experience in warranty or customer service related work preferred

Education:

• Bachelor Degree preferred but not mandatory with equivalent work experience

Required Skills :

• Strong communication skills (service and technical preferred)
• Demonstrated excellence in customer relationship
• Communicates and interacts effectively with multinational colleagues and in a global environment
• Analytical approach to work and ability to prioritize and take direction on priorities
• Ability to work on Customer Relationship Management and/or Warranty Management software systems
• Experience with a CRM software (preferably Salesforce), proficient in Microsoft Outlook, Word, Excel
• SAP knowledge (Sales or Logistics) a plus, but not required
• Change oriented and adaptable to changing business situations
• Be a Team player
• English Language skills written and verbal required
• An additional Language such as German or French a plus, but not required
• Proven problem solving skills
• Possess excellent data handling skills
• Must be motivated to work independently
• Must have strong organizational skillsAbility to travel internationally

Essential Functions & Responsibilities

• Execute back office activities including but not limited to :
  • Warranty and Recycling claims processing
  • Customer training and complaint/inquiry handling
  • Fulfill customer spare part sales
• On time execution of all back office activities
• Interact with internal and external customers to understand their needs, coordinate activities and drive to claims closure
• Ensure customer’s needs are met and expectations exceeded
• Interface with Post Sales Operations team and peers for all needs and requirements of customers, ensuring clear communication pass-downs
• Coordination of regular customer communication in order to ensure comprehensive information flow
• Coordination, observation and follow-up on customer projects and providing information to internal stakeholders
• Aid in the development of global processes with regional customization for all First Solar product offerings
• Provide training to internal/external customers on post-sales related topics
• Ability to request, understand & negotiate quotes/rates for post-sales related activities as needed
• Prepare summary reports and analysis including KPI for the respective area of work
• Ensure compliance with SoX and CAPs for processes within area of responsibility
• Support the development, execution, and maintenance of a Customer Support Services operating system that satisfies Post Sales Operations requirements, enables enterprise wide decision making and drives continuous improvement efforts

In addition, the individual in this position is obligated to accept assignments from his or her Manager that may not be included in the job description, but which are related to his or her activity and are necessary in the course of normal business operations. Job description subject to change at any time

This position is a full-time employment, individual agreements based