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Specialist Customer Support

Описание на длъжността

Summary of Role:

  • We are looking to hire a significant number of additional talent for the Bulgaria Team in Sofia immediately.
  • The Customer Support Specialist will be responsible for customer order management and provide support to the regional sales team. This role will be key interface between Sales, Planning, Technical Support and Customer to ensure customers' requests related to orders and shipments s are met to the best interest of the customers and the company.  
  • (KPIs: Order Entry, Customer satisfaction, revenue goal (wafer & non-wafer), aged backlog, AR, CRD, backlog management.)

Essential Responsibilities

  • Customer Management:
  • Develop and maintain positive relationships with Tier 3 & 4 Customers and Channel Partners
  • Supporting sales team to organize and take lead in customer teleconference and answer questions related to orders & shipments.
  • Take ownership of customer issues and follow problems through to resolution. Focal point of contact for B2B & Customer Portal related issues and questions
  • Educate customers on GLOBALFOUNDRIES business practices and available systems (eg. GFV, SFDC, B2B, etc.)
  • Revenue Management:
  • To maximize NWR revenue via premium services fee collection and prevent leakages.
  • Highlight to the sales team about the PO gap keep them informed of all customer issues.
  • Order and Backlog Management:
  • Enter customer specific information in Oracle, which may include purchase orders, pricing, quote, and ship methods.
  • Manage the customer's backlog in Oracle. Work through cross-functional support team (Planning, CE, FAE, Finance, Quality, etc.) across global sites to resolve customer and Fab related issues.
  • Analyze and manage on-time delivery for customer orders.
  • Process and respond to customer expedites, pull-ins and inquiries with regards to supply situation.
  • Resolve production scheduling, shipping or invoicing problems; determine validity of RMA claims, outstanding AR issue, aged backlog and etc.
  • Ensures that GLOBALFOUNDRIES policies, legal regulations and audit requirements are met and maintained.
  • Project Management:
  • Manage B2B projects for customers.
  • Initiate and participate in internal system upgrades and enhancements for continuous improvement programs through automation and process streamlining to achieve excellence.
  • Perform all activities in a safe and responsible manner and support all Environmental, Health, Safety & Security requirements and programs

Изисквания за длъжността

Required Qualifications:

  • Education/Experience: Bachelor’s degree or equivalent experience in customer support.
  • Years of Experience: Minimum of one-three years experience in service support on order management and supply chain.
  • Language Fluency:  English (Written & Verbal)

We Offer:

  • Attractive compensation package with competitive salary, performance related bonus plan and a global recognition program;
  • Individual, technical or management career path opportunities supported by enhanced learning and development programs;
  • Healthy and team building work environment with:
  • Monthly Meal Voucher Program;
  • Sports Card Sponsorship;
  • Regular Team Building Events and Celebrations;
  • Professional Office area with best infrastructure;
  • Work-life balance with:
  • 21 to 25 days paid vacation depending on years with company;
  • Flexible working time;Relocation/Immigration Support for international Hires.

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