Operation & Customer Service Specialist

About the company

Sungrow Power Supply Co., Ltd. is a worldwide clean-energy technology company focused on solar, wind, energy storage, hydrogen, and electric vehicle solutions. Founded in 1997, the business has developed advanced products such as photovoltaic inverters and energy storage systems, supporting customers across more than 180 countries. By the end of 2024, its installed capacity had exceeded 740 GW. Its mission centers on delivering clean power for everyone and helping advance sustainable energy globally.

Role summary

The Operation & Customer Service Specialist will manage escalated warranty matters, work toward practical resolutions with customers and installers, and help ensure service standards remain aligned with internal policies and client expectations. The position calls for solid technical awareness, strong issue-handling ability, and a professional approach to managing complex escalations. You will serve as a main liaison for customers, installers, distributors, logistics partners, and internal technical and commercial teams.

Operations and workflow management

• Manage the flow of RMAs, replacement orders, field service requests, and related logistics coordination.
• Evaluate current warranty procedures and recommend improvements that enhance speed, accuracy, and overall efficiency.
• Support the creation of training resources and internal guidance documents for warranty handling.
• Contribute to service performance reviews and root-cause analysis work.
• Help maintain service stock by coordinating with the warehouse and keeping track of inventory levels.

Warranty case management

• Handle escalated warranty claims from end to end.
• Review whether claims are valid by checking policy terms, service history, and available product information.
• Determine appropriate warranty outcomes, including compensation and replacement options, using sound judgment.
• Negotiate fair and cost-conscious resolutions with customers, installers, and other partners.
• Draft formal case notes, explanation summaries, and approval documentation when needed.

Stakeholder communication and negotiation

• Serve as the escalation point for disputes, service complaints, and delays in service delivery.
• Explain warranty decisions in a clear, confident, and professional manner.
• Find a balance between customer satisfaction and business risk.
• Coordinate conversations among installers, distributors, and internal engineering teams.
• Assist in maintaining productive relationships with key installation partners and service providers.

Requirements

• A bachelor’s degree in Business, Logistics, or a closely related discipline.
• At least 1 year of experience in administration, service coordination, or customer operations; exposure to solar, electrical, HVAC, appliances, or similar technical environments is preferred.
• Strong ability to negotiate and resolve conflict.
• Capability to evaluate situations and choose sensible, balanced outcomes.
• Excellent written and spoken communication skills, with a polished professional presence.
• Prior experience managing escalations and difficult customer situations.
• Careful attention to detail, accurate administration, and comfort using CRM systems.
• Ability to juggle several priorities and perform well under deadlines and pressure.

Personal attributes

• Comfortable handling challenging conversations in a calm and constructive way.
• Practical, solution-oriented thinker with strong commercial understanding.
• Team-oriented individual who can also influence others through leadership.