Escalation Coordinator Role

You Will:

Be a single point of contact for incoming requests and escalations from Customer to Engineering and key business stakeholders.

Respond to Customer requests and escalations with high quality, accuracy and speed

Evaluate incoming requests (bugs, change requests for legal compliance) against Service Agreement terms.

Drive and work with respective Engineering and Business Owners to meet Yara’s Service Level Agreement (SLA) for Customer, while holding the teams accountable for their commitments.

Ensure that all requests and escalations are triaged, tracked, investigated, resolved, and communicated accurately.

Resolve conflicts, anticipate and mitigate risks/issues to drive successful and on-time resolution of Customer requests and escalations.

Weekly / monthly reporting on resolution against SLA.

Please note that some weekend work will be required on a shift basis



You Have

Strong written and verbal communication skills in both English and Bulgarian is essential.

At least 3 years' experience in project management and change management.

Strong problem-solving, change management and interpersonal skills, with the ability to influence without authority.

Ability to solve complex customer problems and act as a single point of contact for the customer.

Experience in a customer facing role preferred.

Relevant University degree.