Customer Experience

Organik Kimya; Eyüpsultan; On-site; TRY 400,000 - 640,000; Full time

Benefits offered by this job

Great Place to Work

Top Employer

Hybrid work model (1 home office day)

Home-office allowance

Job summary

Organik Kimya is seeking a Customer Experience professional at our Kemerburgaz facility to manage an international customer portfolio end-to-end, from order entry through export operations. You will own the order and export process, verify details, coordinate production and shipment planning, and ensure timely completion while maintaining proactive communication with customers and cross-functional teams.

The role emphasizes ownership, problem-solving, and continuous improvement in export

Qualifications

• Bachelor’s degree in Business Administration, International Trade, Logistics, or related field.
• Experience in customer management, order management, foreign trade/export operations, or similar field.
• Excellent command of English.
• German language skills are a significant advantage.
• Good understanding of export and foreign trade processes, or willingness to develop expertise.
• Proficiency in ERP systems and MS Office, with the ability to use AI tools to improve efficiency.
• Strong capability in end-to-end process management, from order entry through shipment and export operations.
• Ability to communicate and coordinate effectively with customers and cross-functional teams.
• Ability to prioritize effectively, work in a fast-paced environment, and take ownership and responsibility.

Responsibilities

• Review order requests and enter them accurately and on time into the ERP/system.
• Take ownership of the assigned customer portfolio from order entry through to the completion of the export operation.
• Verify product, quantity, pricing, delivery dates, delivery terms, and other relevant order details.
• Coordinate production and shipment planning with the relevant teams and follow up on progress.
• Manage the operational follow-up of order preparation and loading processes.
• Personally execute the required export-related operational activities and ensure successful completion of the export process.
• Prepare, verify, and distribute export documentation to relevant parties.
• Coordinate transportation and logistics arrangements with relevant stakeholders and manage the shipment process end to end.
• Coordinate customs clearance, shipment, and delivery processes with relevant parties.
• Proactively identify potential delays, gaps, or risks within shipment and export operations and take necessary actions.
• Keep customers informed in a timely manner regarding order status, production, shipment, and delivery.
• Manage and resolve customer questions, requests, and complaints.
• Work with relevant teams to identify root causes of customer complaints and ensure sustainable corrective actions.
• Identify recurring customer or operational issues and contribute to continuous process improvement initiatives.
• Monitor and report customer and order data and generate insights aimed at improving the overall customer experience.

Skills

Customer management

Order management

Export operations

English fluency

German language

End-to-end process management

Communication

Ownership & accountability

Education

Bachelor’s degree in Business Administration/International Trade/Logistics or related field

Tools

ERP systems

MS Office

AI tools usage

Job description

Are you the one? We are looking for a Customer Experience professional to join us at our Kemerburgaz facility!

The Customer Experience team is responsible for the end-to-end management of the assigned international customer portfolio, from order entry through to the completion of export operations. This is not a role limited to responding to customer requests or monitoring operations. It takes direct operational ownership of the order and export process from beginning to end.

You will be responsible for,

• Review order requests received from international customers and enter them accurately and on time into the ERP/system.
• Take ownership of the assigned customer portfolio from order entry through to the completion of the export operation.
• Verify product, quantity, pricing, delivery dates, delivery terms, and other relevant order details.
• Coordinate production and shipment planning with the relevant teams and follow up on progress.
• Manage the operational follow-up of order preparation and loading processes.
• Personally execute the required export-related operational activities and ensure successful completion of the export process.
• Play an active role in the preparation, verification, and distribution of export documentation to the relevant parties.
• Coordinate transportation and logistics arrangements with the relevant stakeholders and manage the shipment process end to end.
• Coordinate customs clearance, shipment, and delivery processes with the relevant parties.
• Proactively identify potential delays, gaps, or risks within shipment and export operations and take the necessary actions.
• Keep customers informed in a timely manner regarding order status, production, shipment, and delivery.
• Manage and resolve customer questions, requests, and complaints.
• Work with the relevant teams to identify the root causes of customer complaints and ensure sustainable corrective actions are implemented.
• Identify recurring customer or operational issues and contribute to continuous process improvement initiatives.
• Monitor and report customer and order data and generate insights aimed at improving the overall customer experience.

What we need,

• Bachelor’s degree, preferably in Business Administration, International Trade, Logistics, Foreign Trade, or a related field.
• Experience in customer management, order management, foreign trade/export operations, or a similar field.
• Excellent command of English is mandatory.
• German language skills are considered a significant advantage.
• Good understanding of export and foreign trade processes, or a strong willingness to develop expertise in this area.
• Proficiency in ERP systems and MS Office applications, with the ability to use AI tools to improve efficiency and enhance the way of working.
• Strong capability in end-to-end process management, from order entry through shipment and export operations.
• Ability to communicate and coordinate effectively with customers and cross-functional teams.
• Ability to prioritize effectively, work in a fast-paced environment, and take ownership and responsibility.

What Organik Kimya offers:

• Exposure to complex industrial processes and international stakeholders
• Opportunities to contribute to continuous improvement and operational excellence
• "Great Place to Work "and "Top Employer" work environment
• The opportunity to take part in an industry-shaping journey, empowerment
• Hybrid work model (1 home office day), home-office allowance