Overview
Customer Service Specialist – Domestic Jobs in Istanbul, Türkiye at DöhlerGroup
Title: Customer Service Specialist – Domestic
Company: DöhlerGroup
Location: Istanbul, Türkiye
Döhler is a global producer, marketer and provider of technology-driven natural ingredients, ingredient systems and integrated solutions for the food and beverage industry. We provide its customers with a wide product range including natural flavours, natural colours and textures as well as healthy and functional ingredients for foods and beverages. Join Döhler and contribute with your vision and ideas to drive major projects. We are looking for talents who are committed to our ultimate customer focus and who are ready to deliver their best performance in a thriving environment.
Döhler Turkey is looking for an "Customer Service Specialist – Domestic" to be employed in our Istanbul Maltepe Office with following qualification
Your Role
- Handle end-to-end order management in SAP, ensuring accurate order entry and timely follow-up until completion.
- Coordinate Just-in-Time deliveries by collaborating with planning and logistics teams.
- Monitor and resolve blocked orders and backorders in alignment with Sales, Planning, and Finance.
- Manage return orders, including system entry, approvals, and logistics follow-up.
- Process Free of Charge (FOC) orders in compliance with company policies.
- Collaborate with Sales, Planning, Logistics, Finance, and Production to ensure seamless execution of customer orders.
- Act as the first point of contact for customer escalations, engaging relevant departments for resolution.
- Attend and organize customer request meetings to review order status and improvement opportunities.
- Manage customer claims and requests in the CRM tool, ensuring timely follow-up and resolution.
- Build strong collaboration with Sales teams to enhance customer experience.
- Continuously optimize order-to-cash workflows to increase efficiency and reduce manual effort.
- Monitor and manage reusable packaging returns with Logistics.
- Contribute to automation, SAP enhancements, and digitalization projects within the OTC process.
- Support cross-departmental supply chain improvement initiatives.
- Track and contribute to KPIs such as on-time delivery, order accuracy, first-time-right order entry, and customer request resolution times.
Your Profile
- Bachelor’s Degree in Chemical Engineering , Food Engineering, Industrial Engineering, Business Administration or related field.
- Minimum 3 years of experience in Customer Service, Order-to-Cash, or Sales Support Operations (preferably in food & beverage industry).
- Strong command of SAP and MS Office tools.
- Good written communication skills in English and excellent communication skills in Turkish.
- Strong problem-solving skills with an analytical and solution-oriented mindset.
- Excellent teamwork and communication abilities, especially in cross-functional collaboration.
- Ability to work effectively under pressure, demonstrating proactivity, accountability, and adaptability.
- For male candidates: no military obligation.
Your Benefits
- A various and highly responsible field of activities at an innovative and growing company.
- Exciting challenges involving Döhler’s very broad product portfolio.
- A customer and service-oriented working environment with plenty of freedom for ownership and for personal initiatives.
- Flat hierarchies, efficient teams and short decision processes within a family-owned business.
- A challenging job with an international orientation.
- State-of-the-art technologies with a strong focus on digitalization.
