Operations Specialist - ESS CS Team

LG Energy Solution Michigan, Inc.•Irvine, CA

11d•$40 - $62•Onsite

About The Position

The ESS Residential CS Operations Specialist is a position created by LG Energy Solution’s rapid growth within the North American ESS battery market. Reporting to the Sr. Operation Specialist, this role will be responsible for customer account management and other CS tasks as designated by the Team / Part Leader. These activities include but are not limited to:

Requirements

High degree of tact and professionalism in interpersonal communications and teamwork with internal and/or external customers.
Clearly and concisely communicate to customers both in-person and remotely via phone, email, etc.
Excellent customer service and follow-through skills.
High level of work ethic, productivity, efficiency, and attendance.
Adhere to all Company policies/procedures, safety regulations, local/state/federal employment laws.
High level of organization and attention to detail.
Ability to work with colleagues from several different nationalities and native languages.
Multi-task in a fast-paced, deadline driven and constantly changing environment.
Prioritize workload, meet deadlines, and understand when to escalate potential issues.
Analytical abilities to help solve often complex technical challenges.
Self-motivated with ability to use own initiative.
1+ years work experience in customer service; or 1+ years work experience in logistics

Nice To Haves

Korean-English bilingual preferred

Responsibilities

Serve as the main point of contact for TRR (Truck Roll Reimbursement), Compensation, and Downtime Compensation payment-related matters.
Communicate effectively between ASC, 3rd parties, and installers to resolve payment issues.
Verify and process invoices in alignment with the RMA policy, ensuring all required documentation and conditions are met.
Update and manage invoice data and case statuses in HubSpot CRM.
Collaborate with management and external teams to approve payments and resolve pending invoice issues.
Maintain master files for TRR, Compensation, and Downtime Compensation to ensure organized record-keeping.
Process and verify invoices related to warehouse operations, inventory movements, and retrievals, ensuring compliance with internal policies and supporting documentation.
Liaise with logistics partners, warehouse staff, and customers to resolve discrepancies in inventory-related invoicing.
Serve as the dedicated account manager for TRR for B2B customers, provide necessary report to the customer periodically ensuring their needs are met efficiently and building strong professional relationships.
Act as the main communication channel for TRR, Compensation, and Downtime Compensation payments, addressing customer concerns, and resolving issues proactively.
Understand and oversee the RMA process, including approvals at Tier 3 level in the ECS/ERP system.
Conduct detailed reviews of RMA submissions, including verifying battery serial numbers, error codes, and supporting documents.
Coordinate with technical teams, CIC (Customer Interaction Center), and logistics to ensure proper handling and shipping of replacement units.
Provide updates and support to the CIC team as needed.
Monitor and manage inventory levels at third-party (3PL) warehouses, ensuring accuracy between WMS (Warehouse Management System) records and physical stock.
Coordinate with 3PL warehouse partners to resolve discrepancies between system data and on-site inventory.
Oversee the retrieval of unreturned batteries from customers, installers, and third-party sites, ensuring timely return and proper record-keeping.
Arrange and track the shipment of new RMA replacement units to grid sites, and the return of defective (failed) units from customer sites to the warehouse.
Manage recall data for labor reimbursements.
Process and track FedEx invoices and maintain related master files for reporting.
Provide support for B2B account-related reports and activities, leveraging prior account-specific knowledge.