Customer Service And Logistics Manager

Position Title: Customer Service and Logistics Manager 

Status: Exempt 

Location: Denver, CO 

Apollo Energy’s main goal is to help homeowners switch to solar.  The Customer Service & Logistics Manager will change the course of history by helping our world become a cleaner, greener place. This team member is a company leader that works with homeowners, the installation team, local jurisdictions, and others to manage customer communications, solar installations, and post-installation with internal team members, customers, and external parties. The Customer Service & Logistics Manager will manage and provide support to the project coordination and installation team in a variety of ways, ensuring the team is set up for daily success with installations. The Customer Service & Logistics Manager is a persuasive communicator, customer service oriented, an excellent project manager, professional, personable, and has an eye for detail. 

Supervisory Responsibilities

• Provide real-time constructive feedback to team members supervised to promote skills advancement and team efficiency 
• Ensure that projects are prepared for installation with HOA, utility, and permit approvals as quickly as possible  
• Support team members to overcome challenges with AHJs, utilities, HOAs, and other external parties
• Ensure that team members collect and maintain appropriate documentation for work completed 
• Hire, manage, and terminate employee and contractor team members supervised
• Hold routine meetings and conduct performance reviews with team members supervised
• Communicate with the installation team regarding areas for improvement with solar installations (in particular, share input/feedback from customers)
• Ensure that team members are regularly trained regarding current responsibilities and new opportunities 
• Ensure that new team members in are given proper orientation and training
• Address employee, contractor, and customer concerns

Customer Service Responsibilities 

• Serve as touchpoint for customers throughout their installation process (and beyond), ensuring top level service and communication via email, phone calls, and text messages
• Coordinate with installation team regarding communication and scheduling needs with homeowners, permitting offices, and inspectors 
• Schedule inspections and move projects through steps necessary for permission to operate by utility companies
• Review solar plan sets for each installation project, ensuring accuracy and that necessary supplemental installation needs are addressed prior to starting installation 
• Schedule utility disconnect/reconnect services and all associated details for major electrical installations 
• Ensure ongoing customer satisfaction post-installation regarding customer questions/concerns 
• Create weekly installation schedules in coordination with installation team supervisors, ensuring all project details are included in installation calendar and that geographic and skill considerations are taken into account to achieve the highest level of efficiency
• Ensure that materials and associated details are coordinated for each installation, and that the customer receives proper communication for any unique installation matters
• Communicate with team members regarding delayed tasks and assist with completion 
• Coordinate with installation team members regarding technical issues and troubleshooting, and associated scheduling 
• Manage troubleshooting issues with product manufacturers and support team in the field with communications, as needed
• Track RMA items and request labor reimbursements
• Ensure that team members have access to all technology and software necessary for their roles 
• Schedule one-off repairs or special projects for installations (i.e. trenching and associated equipment, drywall repairs, etc).
• Schedule and coordinate logistics with subcontractors
• Coordinate with Structural Engineer for post installation certifications
• Communicate key challenges, difficult installations, or dissatisfied customer situations with supervisor 

Qualifications 

• A desire to help people and make a positive impact on the world
• Motivated by career advancement and making a difference
• Outgoing and friendly 
• Detail oriented
• Efficient worker in a variety of settings
• Project management and organizational skill
• Supervisory experience
• Ability to work in a fast paced environment 
• Strategic thinker 
• High level understanding and use of Google-suite and CRM softwares 
• Drive to have positive and productive conversations
• Exceptional objection handling & customer mediation skills
• High integrity & ethical standards
• Track record of accomplishing whatever you put your mind to
• Regular, reliable and predictable attendance required 
• Ability to work well with others in a collaborative team environment
• Ability to multitask and coordinate with others
• Strong team player 
• College education preferred, but experience can be substituted for education

Benefits

• Competitive salary and benefits 
• Monthly and annual bonus opportunities
• Company Holidays and Paid Days Off
• Opportunities to earn additional paid days off
• Company 401k match program
• Health, Vision, Dental, and Life Insurance
• Opportunity to grow with a stable company in a thriving industry

Must be willing to relocate to the Front Range, and to work from the Denver office.

Apollo Energy offers equal employment opportunities and applicants for employment without regard to race, sex, age, color, religion, national origin, mental and physical disability, genetic information, sexual orientation, gender, gender identity or expression, marital status, or all other applicable status protected by federal, state and/or local law.