Description

The Manager, Sales Operation will report to the Operations and Strategy, Senior Manager and will enforce outstanding B2B customer service by leading the Sales 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

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, implementing 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
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

Bachelor’s degree
6+ years experience in sales operations, customer service operations, account management, sales, or related role
Renewable Energy, Lending/Finance, Construction, or related experience preferred
Demonstrated business acumen with an understanding of how people, process, policy, and technology can drive efficiency and effectiveness.
Proven ability to deliver on commitments
Advanced experience with CRM software and Microsoft Office
Excellent critical thinking, multitasking, and organizational skills
Exceptional verbal and written communication skills combined with the ability to explain complex concepts in a clear and simple way to management, colleagues, and external partners
Friendly and welcoming manner with the ability to maintain a calm and polite demeanor amongst competing priorities in a fast-paced environment
Proficiency in analyzing budgets and preparing financial reports
Proven ability to identify future business opportunities and mitigate compliance risks

Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ) and Thalheim, Germany (Technology & Innovation HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.

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

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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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Manager, Sales Operations

Manager, Sales Operations