Description POSITION 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.
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
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.
