Oct 16, 2019
Who we are:
If change means solving one of the biggest challenges of our time by reinventing the way people power their homes, then we say bring it on. It doesn’t hurt that we’re reducing carbon emissions, adding new jobs to the economy, and having fun while doing it. In 2007, Sunrun co-Founders Ed Fenster and Lynn Jurich set out to make home solar mainstream. Upfront cost was a huge barrier to home solar adoption, so they invented the model now known as "solar service." Sunrun allows homeowners to pay for solar power, not the panels. This means Sunrun owns, maintains, and monitors the system while homeowners pay for the electricity it produces. Each business day, we install $2 million worth of solar and facilitate one solar installation every 10 minutes. Our network of more than 30 leading solar installers employs more than 3,000 people.
The Material Planner works to build strong relationships with Build Partners and helps to ensure orders are processed accurately and quickly through the order fulfillment process. This person should be passionate about helping customers and be thorough in customer follow-up and attention to detail to ensure the customer’s order expectations are met or exceeded. They will have honed skills in verbal communication, organization, problem solving, critical thinking and interpersonal skills. They will also have a key role in the implementation of best practices and must adhere to established processes in order to ensure business compliance and operational efficiencies.
Responsible for managing the successful execution of all Build Partner requests such as kitted jobs, post shipping issues, canceled jobs and all other product truckstock needs
Ensure that all canceled jobs are returned and any missing/damaged products are appropriately billed back to the Build Partner for reimbursement
Build strong relationships (with Build Partners, Supply Chain, Partner Operations and other teams) and have ownership and accountability for delivering an outstanding customer service experience
Ensure that all Build Partner requests are processed accurately, timely and delivered as expected and that all service level agreements (SLAs) are either met or shortened
Identify issues and look for ways to improve and streamline the Build Partner process
Monitor multiple Build Partner order statuses and take action on orders not progressing through the order fulfillment cycle and be able to follow them through to completion with a strong sense of urgency for the Build Partner
Serve as the Build Partner’s main point of contact for addressing order, shipment issues and discrepancies as well as freight and return claims
Work with the Branches and Supply Chain team on product availability issues and manage product allocations and reservations
Work closely with the Warehouse and Partner Operations team via Salesforce to follow up on orders and address any questions
Use Salesforce for all BP contact information and work proactively with customers to ensure all data is correct
Log all Build Partner issues & questions via Salesforce and follow up through case closure
Develop and maintain a strong, professional relationships with Build Partners and Partner Operations and help address any order fulfillment questions or concerns
Answer Customer Service line phone calls and meet phone queue metrics
Ensure all customer telephone, email, and web-based contacts are handled timely, professionally and ultimately that customer needs are met
Provide monthly reporting to management on Build Partner KPIs
• Minimum of 4 years of customer operations or supply chain work experience • Excellent written and verbal communication skills required • Excellent phone skills • Must be a self-starter and an independent thinker • Acute awareness and ability to manage deadline • Highly organized and process oriented • Highly proficient with applications such as MS Office, G Suite, Chrome, Salesforce, Oracle, including an ability to learn new IT systems • Professional, customer focused approach to completing assignments and representing company • Calm and positive manner, ability to handle escalated or upset customers • Flexible and adaptable, with the ability to adjust to different situations and process changes • Outstanding interpersonal skills • Ability to work on multiple tasks at the same time • Ability to work in a fast paced environment
PHYSICAL DEMANDS: • Ability to perform normal office duties • Ability to operate office equipment including computers and determine accuracy of work • Ability to interact and participate in meetings
Solar Careers for All:
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination and harassment of any kind. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun. That’s why we strive to make solar inclusive. Our commitment to Diversity & Inclusion drives our ability to build diverse teams and develop inclusive work environments. We do our best to make sure all people feel respected, supported and connected at work. That includes our support for members and allies of all underrepresented groups through our internal employee networks such as Sunrun Women’s Network, Sunrun’s Veterans Network (“Liberty”), Women in Tech, and Sunrun’s LGBTQ affinity group.
We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.
Sacramento, CA, USA