Customer Service Specialist

About GlobalFoundries

GlobalFoundries is a world-leading contract manufacturer for the global semiconductor industry with facilities in Dresden Singapore New York and Vermont (USA). Our products are used in various technical applications e.g. mobile communications consumer electronics automotive and more. GlobalFoundries employs around 13000 people worldwide including 300 in Sofia.

Our Sofia based team is enhancing GFs scale and capabilities while strengthening competitiveness of its specialized application solutions to further position the company for growth and value creation.

Our Design and Technology Enablement teams are working on the development of a broad portfolio of semiconductor technologies ranging from 350 nm down to 12nm including FD-SOI RF High-Voltage and automotive applications.

Introduction
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 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.)

Your Job

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 and 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 customers 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

Preferred Qualifications

• Holding a university diploma or currently pursuing one would be a plus
• Previous experience in a Customer Service role would be a plus

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 teambuilding 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

GlobalFoundries is an equal opportunity employer cultivating a diverse and inclusive workforce. We believe having a multicultural workplace enhances productivity efficiency and innovation whilst our employees feel truly respected valued and heard.