Customer Support Specialist: Supply Chain & Field Issues

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

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.