Customer Support Specialist

Qcells North America; San Francisco (CA); On-site; USD 72,000 - 85,000; Full time

Job summary

Hanwha Q CELLS America Inc. (HQCA) is seeking a Customer Support Specialist who will be the primary contact for material issues across QDD.

You will triage, document, and communicate resolutions for field challenges such as missing items, wrong shipments, or change orders, while helping to build scalable SOPs and decision trees. This founding role requires strong organizational and communication skills, with ERP/ticketing experience and travel up to 10% to support field ops.

Qualifications

• Bachelor’s degree plus 3–5+ years in customer support, dispatch, logistics, procurement or supply-chain.
• Experience in solar, construction or field services is strongly preferred.
• Strong problem-solving, judgment, and documentation skills under time pressure.
• Excellent verbal and concise written communication; able to provide quick updates.
• Ability to prioritize and manage 10+ open cases with detail.
• Experience with ERP or ticketing systems (Rootstock, Salesforce, NetSuite, Zendesk) preferred.

Responsibilities

• Serve as the single point of contact for material issues from field teams.
• Log cases, triage urgency, and route to resolution.
• Follow decision trees for BOM errors, change orders, or fulfillment issues.
• Document root cause, decisions, and stakeholder communications.
• Develop SOPs and decision trees for scaling the CS org.
• Coordinate with vendors and internal teams, uphold logistics processes.

Skills

Communication

Problem solving

Organizational

Customer service

Education

Bachelor's degree

Tools

Rootstock

Salesforce

NetSuite

Zendesk

Job description

Position Description

QDD is the centralized supply-chain and procurement backbone for Axia's downstream businesses—the buyer and distributor of all residential solar equipment for Qcells’ go-to-market divisions. QDD functions as essential infrastructure, acting as the connective layer that keeps materials moving and every business unit stocked and unblocked.

QDD is the centralized supply-chain and procurement backbone for Axia's downstream businesses—the buyer and distributor of all residential solar equipment for Qcells’ go-to-market divisions. QDD functions as essential infrastructure, acting as the connective layer that keeps materials moving and every business unit stocked and unblocked.

Description

The Customer Support Specialist serves as the primary dedicated point of contact for material issues across QDD. When operational or material challenges arise in the field—such as missing items, order errors, incorrect shipments, or change orders—this position is responsible for immediate intake, triage, decision-tree resolution, complete documentation, and stakeholder communication. As a founding role within the team, the incumbent will actively build and refine the operational Standard Operating Procedures (SOPs) and decision trees that will scale into a full QDD Customer Service organization.

Responsibilities

• Intake & Triage: Serve as the single point of contact for material-issue complaints from the field (including Scheduling, Construction Coordination, and warehouse teams). Assess case urgency (job-blocking vs. non-blocking), log every case at intake, and route cases rapidly to ensure no issues fall through the cracks.
• Decision-Tree Resolution: Work each case through established decision trees covering Bill of Materials (BOM) errors, change orders, missing equipment, and fulfillment errors. Know when to resolve issues directly versus escalating appropriately. Maintain clear boundaries between QDD-side operational resolution and manufacturer/warranty RMA processes.
• Documentation & Data Ownership: Document every case thoroughly, including root cause, decisions made, and stakeholder communications. Maintain QDD's supplier-agnostic RMA claim forms, Proof of Delivery (POD) folders, Bills of Lading (BOLs), and case records. Identify and flag recurring patterns (SKUs, warehouses, vendors) to the broader operations team.
• Communication & Loop Closure: Post consistent status updates to Scheduling and Construction Coordination. Proactively communicate resolutions to ensure field teams are fully informed without needing to follow up.
• SOP & Process Building: Partner with Operations to turn real-world field cases into documented, decision-tree SOPs for future team scaling. Surface ERP configuration needs based on operational patterns observed in the field.
• Operations Support & General Duties: Efficiently interact between vendors and internal teams with high levels of customer service. Adhere to existing logistics processes, apply industry best practices, and perform other duties or special projects as assigned.

Required Qualifications

• Education & Experience: Bachelor’s degree + 3–5+ years of experience in customer support, dispatch, logistics coordination, procurement, or supply-chain operations. Experience in solar, construction, or field-services industries is strongly preferred.
• Problem-Solving & Judgment: High degree of self-motivation and comfort making judgment calls under time pressure, followed by clear and accurate documentation.
• Communication Skills: Excellent verbal and sharp, plain-language written communication skills with the ability to convey concise updates quickly.
• Organizational Ability: Strong ability to prioritize and manage 10+ simultaneous open cases, issues, and projects without dropping detail.
• Software & Tools: Strong Microsoft Office skills (Outlook, Excel, Word, PowerPoint). Experience or familiarity with ERP or ticketing systems (such as Rootstock, Salesforce, NetSuite, Zendesk, or similar) is preferred.
• Travel & Eligibility: Possession of a valid passport and ability to travel domestically or overseas without difficulty (up to 10% travel).

Compensation

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $78,600 – $92,900
• Zone 2 (CA, NJ, NY): $72,100 – $85,100
• Zone 3 (All others): $65,500 – $77,400

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

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 F

Handling F

Reaching F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning F

Twisting F

Bending O

Crouching O

Balancing N

Climbing N

Crawling N

Kneeling N

Salary Notice

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.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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