Customer Support Specialist

We need to output HTML fragment with sections: About the role? The description includes POSITION DESCRIPTION paragraph. Could treat that as About the role. Then Responsibilities (list). Then Required Qualifications (list). Then Compensation (Pay). Also maybe Benefits? Not present. Schedule? Not present. So we include sections: About the role (maybe not required but we can include as prose). The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We have content: POSITION DESCRIPTION paragraph (prose). Responsibilities list (multiple bullet-like sentences). Required Qualifications (Education & Experience etc). Compensation (salary ranges). Also there is some extra text about company, physical demands etc. Those are substantive? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. So we need to include company description, physical demands? Those are part of posting. Should we include them? They are not under standard headings but we could include as prose under maybe "About the company" or "Additional details". However the instruction only lists certain headings; we can add other headings? It says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Probably we should stick to those headings where applicable. For company description, we could put under About the role? Might be okay to include as prose in About the role section. Physical demands maybe could be omitted? It's substantive but not fitting headings; maybe we could include as a separate section like "Physical, Mental & Environmental Demands". The instruction didn't forbid creating other sections, but said "include a section ONLY when the posting has real, specific content for it". So we could add a section for Physical demands. However they gave examples but not exhaustive. Safer to include it as a section with heading

  Physical, Mental & Environmental Demands

  . That seems reasonable. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The text includes some legal stuff: "To comply with the Rehabilitation Act of 1973..." that's not boilerplate? It's part of physical demands. Keep it. Also there is privacy policy statement etc at end: "You may view your privacy rights..." that's boilerplate legal; should remove. Also "Hanwha Q CELLS America Inc...." company description is substantive; keep. Also "The salary range is required by the California Pay Transparency Act..." that's legal; maybe remove? It's about salary range disclosure; could be considered boilerplate but it's substantive about salary. Might keep? It repeats salary range info; but we already have compensation section. Could drop that paragraph as it's legal boilerplate. Also "Actual compensation is influenced by a wide array of factors..." similar; could drop as redundant. Also "This target salary range is for CA positions only..." also redundant. We'll keep only the compensation ranges. We need to preserve all substantive information: company description, responsibilities, qualifications, compensation, physical demands. Let's extract: POSITION DESCRIPTION paragraph: "QDD is the centralized supply-chain and procurement backbone for Axia's downstream businesses—the buyer and distributor of all residential solar equipment for Qcells’ go-to-market divisions. QDD functions as essential infrastructure, acting as the connective layer that keeps materials moving and every business unit stocked and unblocked. The Customer Support Specialist serves as the primary dedicated point of contact for material issues across QDD. When operational or material challenges arise in the field—such as missing items, order errors, incorrect shipments, or change orders—this position is responsible for immediate intake, triage, decision-tree resolution, complete documentation, and stakeholder communication. As a founding role within the team, the incumbent will actively build and refine the operational Standard Operating Procedures (SOPs) and decision trees that will scale into a full QDD Customer Service organization." Responsibilities: list items: - Intake & Triage: Serve as the single point of contact for material-issue complaints from the field (including Scheduling, Construction Coordination, and warehouse teams). Assess case urgency (job-blocking vs. non-blocking), log every case at intake, and route cases rapidly to ensure no issues fall through the cracks. - Decision-Tree Resolution: Work each case through established decision trees covering Bill of Materials (BOM) errors, change orders, missing equipment, and fulfillment errors. Know when to resolve issues directly versus escalating appropriately. Maintain clear boundaries between QDD-side operational resolution and manufacturer/warranty RMA processes. - Documentation & Data Ownership: Document every case thoroughly, including root cause, decisions made, and stakeholder communications. Maintain QDD's supplier-agnostic RMA claim forms, Proof of Delivery (POD) folders, Bills of Lading (BOLs), and case records. Identify and flag recurring patterns (SKUs, warehouses, vendors) to the broader operations team. - Communication & Loop Closure: Post consistent status updates to Scheduling and Construction Coordination. Proactively communicate resolutions to ensure field teams are fully informed without needing to follow up. - SOP & Process Building: Partner with Operations to turn real-world field cases into documented, decision-tree SOPs for future team scaling. Surface ERP configuration needs based on operational patterns observed in the field. - Operations Support & General Duties: Efficiently interact between vendors and internal teams with high levels of customer service. Adhere to existing logistics processes, apply industry best practices, and perform other duties or special projects as assigned. Required Qualifications: - Education & Experience: Bachelor’s degree + 3–5+ years of experience in customer support, dispatch, logistics coordination, procurement, or supply-chain operations. Experience in solar, construction, or field-services industries is strongly preferred. - Problem-Solving & Judgment: High degree of self-motivation and comfort making judgment calls under time pressure, followed by clear and accurate documentation. - Communication Skills: Excellent verbal and sharp, plain-language written communication skills with the ability to convey concise updates quickly. - Organizational Ability: Strong ability to prioritize and manage 10+ simultaneous open cases, issues, and projects without dropping detail. - Software & Tools: Strong Microsoft Office skills (Outlook, Excel, Word, PowerPoint). Experience or familiarity with ERP or ticketing systems (such as Rootstock, Salesforce, NetSuite, Zendesk, or similar) is preferred. - Travel & Eligibility: Possession of a valid passport and ability to travel domestically or overseas without difficulty (up to 10% travel). Compensation: "In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is: Zone 1 (Bay Area, NYC): $78,600 – $92,900 Zone 2 (CA, NJ, NY): $72,100 – $85,100 Zone 3 (All others): $65,500 – $77,400 The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors." Company description: "Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future." Physical, Mental & Environmental Demands: list as given. We need to output HTML fragment only, no markdown fences. We'll structure:

  About the role

  POSITION DESCRIPTION paragraph + company description? Could combine.

  But maybe better: About the role includes position description. Company description could be separate

  About the company

  but not in list. However we can include as prose under About the role. Let's do:

  About the role

  [position description]

  [company description]

  Then Responsibilities:

  Responsibilities

  • ...
  ...
  Then Required Qualifications:

  Required Qualifications

  • ...
  ...
  Then Compensation:

  Pay

  [compensation text]

  Then Physical, Mental & Environmental Demands:

  Physical, Mental & Environmental Demands

  • Mobility: Standing 20% of time, Sitting 70% of time, Walking 10% of time
  • Strength: Pulling up to 10 Pounds, Pushing up to 10 Pounds, Carrying up to 10 Pounds, Lifting up to 10 Pounds
  • Dexterity (F = Frequently, O = Occasionally, N = Never): Typing F, Handling F, Reaching F
  • Agility (F = Frequently, O = Occasionally, N = Never): Turning F, Twisting F, Bending O, Crouching O, Balancing N, Climbing N, Crawling N, Kneeling N
  We need to ensure we preserve all details exactly as given. Let's copy text. Position description paragraph exactly: "QDD is the centralized supply-chain and procurement backbone for Axia's downstream businesses—the buyer and distributor of all residential solar equipment for Qcells’ go-to-market divisions. QDD functions as essential infrastructure, acting as the connective layer that keeps materials moving and every business unit stocked and unblocked. The Customer Support Specialist serves as the primary dedicated point of contact for material issues across QDD. When operational or material challenges arise in the field—such as missing items, order errors, incorrect shipments, or change orders—this position is responsible for immediate intake, triage, decision-tree resolution, complete documentation, and stakeholder communication. As a founding role within the team, the incumbent will actively build and refine the operational Standard Operating Procedures (SOPs) and decision trees that will scale into a full QDD Customer Service organization." Company description: "Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future." Compensation text: "In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is: Zone 1 (Bay Area, NYC): $78,600 – $9