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Production Manager

Detroit, MI, USA

Job Type

Full Time

Location

Onsite, hybrid, remote

Department

Solar, Telecom, EV Charging

Job Description

The Production Manager is responsible for overall Customer Satisfaction by closely monitoring fulfillment, responding to inquiries, and using customer feedback to improve our fulfillment partners work for us and overall service. The Production Manager will support current customers, mitigate customer attrition, and identify opportunities to grow existing business. A top priority goal is to provide exceptionally high levels of customer support that results in completely satisfied customers, who are consistently pleasantly surprised, delighted, and have a great experience with us, and who do not leave GreenLancer.

Responsibilities

1. Provide unparalleled levels of customer service and support in order to yield a high level of customer satisfaction with explicit goals to include, but not be limited to:

a. Activate new orders to ensure on-time delivery

b. Track all Ordered Services and ensure on-time delivery

c. Help ensure Fulfillment Partner success and hold partners accountable to gig

deadlines and gig requirements

d. Respond to, and track Customer & Fulfillment Partner comments on the platform

e. Solicit / respond to feedback from Customers and use to improve service

f. Create and track support tickets from Customers and Fulfillment Partners

2. Monitor all Ordered Services and perform on a daily basis the following:

a. Respond and track ALL comments from Customers and Fulfillment Partners

b. Respond to Customer and Fulfillment Partner inquiries across all modes of

communications, and specifically to return phone calls and respond to voicemails

promptly.

c. Direct calls and inquiries to appropriate stakeholders

d. Respond to, and process Revisions / Change Orders / Adders requested

e. Activate ordered services that require technical reviews

3. Interact and help manage Fulfillment Partners’ service delivery through the following:

a. Daily communication with Fulfillment Partners

b. Inform Fulfillment Partners with metrics of their performance during monthly

review meetings

c. Respond to Customer feedback

d. Onboard new Fulfillment Partners

4. Assist with documentation of processes to generate training materials and standard

operating procedures.

Job Qualifications

● Candidates should be familiar with the construction industry and preferably have a

passion for renewable energies.

● Strong computer skills; including use of Microsoft Office, databases, and high

competency with various types of computers, operating systems, IT, and software

programs.

● Capable of working long hours at a stationary workplace doing repetitive tasks.

● Desire to achieve company goals and metrics that increase productivity and customer

satisfaction.

● Ability to make insightful and relevant recommendations based on findings from data

analytics; capable to gain command of data regarding assigned partners and workflow.

● Team player that behaves ethically, with highest degree of integrity at all times.

● Strong organizational and communication (both verbal and written) skills.

● Ability to adapt and work in an open, fast-paced, collaborative environment.

● Highly positive energy and can-do personality.

Other Benefits

At GreenLancer, we believe in taking care of our employees and providing them with a rewarding work experience. As part of our commitment to your well-being and satisfaction, we offer a comprehensive employee benefits package, including:

● Comprehensive benefits including health, dental, and vision insurance.

● Competitive base compensation & performance-based bonus structure.

● Paid time off, bereavement, sick days, and family leave.

● Cell phone allowance and/or reimbursement for car mileage car allowance.

● Work remote from your home or our downtown office.

● Provided Laptop, monitors, Telephones (VOIP), standup desk.

● Flexible working schedule with proper coordination.

About GreenLancer

At GreenLancer, we believe in taking care of our employees and providing them with a rewarding work experience. As part of our commitment to your well-being and satisfaction, we offer a comprehensive employee benefits package, including:

● Comprehensive benefits including health, dental, and vision insurance.

● Competitive base compensation & performance-based bonus structure.

● Paid time off, bereavement, sick days, and family leave.

● Cell phone allowance and/or reimbursement for car mileage car allowance.

● Work remote from your home or our downtown office.

● Provided Laptop, monitors, Telephones (VOIP), standup desk.

● Flexible working schedule with proper coordination.

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