This position is 100% remote; candidates must be based in a Central time zone state within the U.S. 

About BayWa r.e.

BayWa r.e. Solar Systems LLC (BayWa r.e.) is dedicated to supporting local, independent installers -- the foundation of a robust and healthy solar industry. We offer best-in-class products coupled with unrivaled customer support and a growing suite of services aimed at helping installation companies run more efficiently.

For our employees, the tangible value in our company comes from the growth opportunities available to those with initiative and curiosity. We believe that the work is the boss: figure out what needs to get done and then it’s all hands-on deck.

We are a company that believes culture is our backbone. Want to get to know us better? Check out our e-magazine, Solar Review.

We currently have an opening on our Central sales team for a Customer Support Manager (CSM) role; this is an integral role that works closely with our customers, solar installers, and our Account Managers (AMs), to provide a superior and positive experience for our customers. This includes getting orders to the customer by handling all aspects of the order process from the time the order is entered in our system until it is received. The CSM works directly with customers and AMs to provide problem resolution and case management related to product allocation, splitting product between warehouses, transit delivery delays, and product damage.

The CSM aspires to: 

• Build relationships of trust with our customers in collaboration with RAMs and other team members through open communication.
• Drive the quality of the customer experience to be of the highest level possible.
• Create extreme transparency for customers throughout the order processing journey.

• Proactively and accurately support customer needs.

The CSM does this by:

• Working with teammates to accurately process and confirm orders, including pipeline and credit planning.
• Responding to enquiries and demonstrates a sense of urgency when critical issues arise.
• Planning, scheduling and managing the procurement and supply process for all customer orders.
• Ensuring in-transit shipments are on track to deliver on time and in full; confirms that products arrive at the warehouses before cut-off time. 
• Managing lost and/or delayed freight, product damages, and customer returns. 
• Partnering with RAMs to review orders, obtain and/or reallocate product, expedite orders, identify orders past ship-date and/or waiting for payment, making last minute order changes, etc. 
• Providing coverage for fellow CSMs as and when needed and assists in training of new CSMs.
• Collaborates with the team on continuous process improvement.
• Assisting with development and improvement of training materials.
• Working on special projects as time allows.

Exhibited behaviors of the ideal candidate:

• Growth – You are an engine of personal growth – both yours and others; you are engaged in being the best version of yourself you can be; you help others be the best version of themselves they can be.
• Team Player - You prioritize the success of the company.

• Straight Talk – You are kind and direct; you tell people how they can improve in ways that they can hear and internalize; you take input well and turn it into fuel for your own growth.
• Open-Mindedness – You challenge your own assumptions and recognize your biases and mental models; you are open to seeing things in new ways and from others’ points of view.
• Partnership - You balance the needs of our organizations and our customers' or vendors' needs. Your actions set and fulfill clear expectations; you build trust.

Qualification Requirements:

• Time management – tasks are often time-sensitive and candidate must be able to prioritize and manage multiple tasks on a deadline.
• Detail oriented – CSM is responsible to find errors in order entry, as well as attend to the details of customer order requirements, which can include carrier preferences, delivery requirements, billing preferences, communication preferences.
• Critical thinking/problem solving – CSM will run into questions/situations almost daily that are new or unknown. Must be capable of finding solutions and getting the right help when needed.
• Decision making – CSM runs into multiple situations where a judgment call is necessary. Must be confident about making decisions, getting appropriate support when needed.
• Fun – this job can get a little stressful/overwhelming, so a sense of humor is definitely a must!

Requirements:

• Able to legally work in the U.S.
• Technically and digitally competent

Benefits:

We strive to offer progressive benefits to our employees. We believe that our employees and our culture are the foundation of the work that we do.

• Base salary with monthly team bonus potential. We are an organization that works together as a team to achieve our goals.

• 401k with up to 5% Employer match
• Health, dental, vision, accident, critical illness, and group life and voluntary life and AD&D.
• Unlimited PTO
• 12 weeks of paid family leave

Physical Requirements:

While performing the duties of this job, the employee is: 

• Regularly required to sit, talk, use repetitive motion, type, and hear. 
• Frequently required to stand, walk, use hands and fingers to handle and feel, and reach with hands and arms. 

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.