Who we are

Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.

What we are looking for

Our partner is a well-known international company. They are the choice to the majority of global leaders of process equipment and device manufacturing within the semiconductor industry. Consistently delivering innovation, best-in-class reliability and cost of ownership, with a solution that are optimized for value within their applications.

Currently, they are opening their new service center in Bulgaria, and we are looking for a motivated and eager-to-learn professional to join their team in the role of: Lead F&A Customer Care with German and English

Responsibilities:

• Directs, administers, and controls the day-to-day operations and activities in an assigned area to deliver KPIs
• Sales order & Claims creation
• Maintenance of customer portal
• Customer query handling related to TAT or amendments to orders
• Disputes / Issue resolution and RCA Claims and Returns Management
• Customer data management
• Transaction Accuracy Audit
• MIS reporting
• Data analysis and creating designated reports and presentations
• Participate in calibrations to ensure consistent scoring & feedback
• Make recommendations and drive improvement
• Help enhance product/process knowledge of new/existing team members
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/Client Interactions
• Leverage process knowledge to proactively identify areas of concern & highlight to the service excellence team
• Prepare TNI, publish and execute for 100% closure
• Real Time Support (Production/Live Support) on the floor according to business requirement

Requirements:

• Understanding of Order Management
• Experience in the Customer Care/Support field at least 3-4 years
• Level of German - B2 and Eglish - B1
• Extremely good verbal & written communication skills
• Ability to work under pressure
• Presentation, Feedback & Coaching skills
• Hands on experience on Oracle, MS-Excel and Power Point
• Understanding of transactional quality

What we offer:

• Long-term job security with permanent contract
• Additional health insurance and life insurance
• Food vouchers
• Regular shifts, Mon-Fri
• Competitive salary + extra bonuses
• World-class on-the-job training
• Multisport card partially covered by the company
• You will become part of a recognized international market leader and can enrich your CV
• An ambitious corporate culture that encourages internal promotions and professional development
• Team building and social activities, volunteer participation, charity events and much more
• Apply and you will get the full broad information about your possibilities with us

Only short-listed candidates will be contacted All your information will be kept confidential according to EEO guidelines.