Operations Account Analyst

As we continue our exciting growth, we are building teams with highly talented individual contributors and leaders who design, develop, and manufacture next generation solar technologies.  Our work environment is fast-paced, fun, and full of exciting new projects.

The Operations Account Manager serves as a primary business contact for transactional customer efficiency ensuring smooth operational customer interface on designated accounts. The OAM (Operations Account Manager) co-owns client satisfaction with the sales DAM (Distribution Account Manager) and is measured primarily on expedient closure to customer issues and client satisfaction scoring.

The Enphase Energy OAM provides excellent customer service to accounts, representing client needs, advocating organizational responsiveness and quality of service.  In addition, the OAM builds a strong working rapport with clients to encourage new and repeat business opportunities.

Responsibilities include but may not be limited to:

This position is responsible for key client communications, issue resolution, and compliance to our client service level agreements across product, credit and service delivery:

• Familiar with EDI order processing.
• Familiar with Oracle Manual order processing.
• Familiar with Robot Process Automation order processing.
• Reviews exception requests to product, credit, and service delivery (including variations to ship instructions, changes to reservations, expedited requirements, etc.).
• Ensures quality standards and client expectations are met and or exceeded.
• Monitors minimum order quantities, minimum order size, lead time forecasting and PO provision, and validation of any special requested T&C’s terms and conditions.
• Monitors order statuses from arrival through booking and works to eliminate Entered Not Booked orders.
• Adheres to order documentation policies, maintains all required records, and keeps trackers updated.
• Interfaces between customer and Shipping and Logistics for tracking, miss-deliveries, short deliveries, etc.
• Helps process, monitor, and control shipping windows, allocation assignments, pull ins/push outs.
• Ensures client issues are dealt with professionally and expediently, informing the Distribution Account Manager and/or Director of Sales Ops as needed.
• Assists with closure of contracts and T&C agreements for new and existing clients. (To limit any hold-up in shipping).
• Approves Change Orders and invoices in accordance with reservation and logistics standard rule sets.
• May assist with payment collections when customer order ‘hold’ status is dependent on receipt of payment.
• May work across international boundaries with offshore liaisons for accounts that overlap territories.
• Work within the constructs of key sales processes and procedures, including reporting and program compliance and tracking, tracking of key customer inputs required for supply chain management including forecasts for SFDC (Sales Force.Com), and customer POS (Point of Sales) and inventory reporting, and looks to ensure adequacy of product replenishment is achieved.
• Act as customer advocate and voice of customer to represent the client's interests across Enphase.
• Assist or lead new customer onboarding.
• Provides regular two-way communication between the client and internal sales operations. management, to provide strong team representation and set proper client expectations.
• Acts as SME (subject matter expert), that can efficiently respond to and expedite issue resolution on multiple/varying fronts.
• Provide regular input on all account activity and weekly status and call reports
• Act as an important link between the company and its clients
• Strive to understand your client’s goals, and then help them produce effective
  campaigns.
• They are responsible for selling to either a predetermined list of accounts or building an
  account deck by prospecting.
• Position will be a Business to Business (B2B) position
  

  Experience and Skills: (Minimum qualifications required for the job)

• Three plus years of call center experience, preferred.
• Proven Account Management skills required to create, maintain, and enhance customer relationships
• 2-3 years’ experience including 1-2 years of Account/project management experience
• Extremely detail oriented
• Technical competence (understand software, hardware, networks, etc.)
• Motivated, goal oriented, persistent, and a skilled negotiator
• High level of initiative and works well in a team environment
• Experience with CRM – SFDC (Sales Force.Com) a plus
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction

Education:

Bachelor's degree required

Benefits:

• Medical, Dental and Vision Care
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Paid Vacation
• Paid Sick Time
• Tuition Reimbursement
• 10 Paid Holidays
• 401(k) Retirement Savings Plan
• Short Term Disability Insurance (STD) & Long-Term Disability Insurance (LTD)
• Life and Accidental Death and Dismemberment Benefits (AD&D)
• Voluntary (Optional) Life Insurance
• Pet Insurance
• Employee Assistance Program (EAP)