Material Ops Support Specialist & SOP Builder

Qcells USA Corp.; San Francisco (CA); On-site; USD 79,000 - 93,000; Full time

Job summary

Hanwha Q CELLS America Inc. in California is seeking a Customer Support Specialist for QDD, the centralized supply‑chain and procurement backbone. You will be the primary contact for material issues, triaging cases, documenting outcomes, and communicating with field teams.

As a founding member of the team, you will help build SOPs, support ERP/ticketing workflows, and coordinate with vendors to ensure timely, accurate resolutions while traveling up to 10% as needed.

Qualifications

• 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.

Responsibilities

• Intake & triage: Serve as the single point of contact for material‑issue complaints from the field.
• Decision‑Tree Resolution: Work each case through established decision trees covering BOM errors, change orders, missing equipment, and fulfillment errors.
• Documentation & Data Ownership: Document every case thoroughly, including root cause, decisions made, and stakeholder communications.
• Communication & Loop Closure: Post consistent status updates to Scheduling and Construction Coordination.
• SOP & Process Building: Partner with Operations to turn real‑world field cases into documented, decision‑tree SOPs for future team scaling.
• Operations Support & General Duties: Interact between vendors and internal teams with high levels of customer service.

Skills

Customer support

Dispatch

Logistics coordination

Procurement

Supply-chain operations

Education

Bachelor’s degree

Tools

Rootstock

Salesforce

NetSuite

Zendesk

Job description

Hanwha Q CELLS America Inc. in California is seeking a Customer Support Specialist for QDD, the centralized supply‑chain and procurement backbone. You will be the primary contact for material issues, triaging cases, documenting outcomes, and communicating with field teams.

As a founding member of the team, you will help build SOPs, support ERP/ticketing workflows, and coordinate with vendors to ensure timely, accurate resolutions while traveling up to 10% as needed.