Customer Experience Specialist

Azelis Holding S.A.; Sarıyer; On-site; TRY 260,000 - 360,000; Full time

Job summary

Azelis is seeking a Customer Experience Specialist for its Supply Chain team at our Istanbul headquarters. This hybrid role (3 days in office, 2 days remote) focuses on accurate order processing, logistics coordination, and proactive customer support.

You will ensure QA/SHE compliance, optimize processes, and collaborate across Sales, Logistics and Administration to deliver exceptional service to customers.

Qualifications

• At least bachelor's degree from a relevant discipline.
• Proven experience in Customer Service and exports.
• Passionate about achieving goals/targets, high service level standards.
• Team-player, strong communication skills, good knowledge of English.
• Excellent organizational skills and autonomy, advanced user of various IT tools & ERP systems.
• Understanding of customer and market dynamics and requirements.
• Ability to adapt to new & changing requirements and a flexible approach to working with pressure.

Responsibilities

• Process sales orders in the Azelis ERP system and coordinate with Sales Support.
• Ensure QA and SHE compliance and maintain data quality.
• Provide regular feedback to improve processes and support back-up within the team.

Skills

Teamwork

Communication

English

Organizational skills

Autonomy

ERP systems

Customer dynamics

Adaptability

Goal orientation

Problem solving

Education

Bachelor's degree

Tools

ERP systems

Job description

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry present in 64 countries across the globe with 4,100 employees. Our knowledgeable teams of industry, market and technical experts are dedicated to a specific market within Life Sciences and Industrial Chemicals. Azelis Group NV is listed on Euronext Brussels under ticker AZE. Across our extensive network of more than 70 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process.

We are looking for a "Customer Experience Specialist" for our Supply Chain team. The position is based at our headquarters in Ümraniye, Istanbul. This is a hybrid role, requiring 3 days per week in the office and 2 days working from home.

Main Accountabilities

1. Ensure correct and timely customer sales order processing: Process sales orders in the Azelis ERP system, use MetaMaze where available. Advise Sales Support Representatives of any deviations (price issues, dates, regulatory ...). Request order release to Credit Control. Confirm orders and send order confirmations to customers. Follow up on open customer orders and ensure proper daily update of backorder lines, use Workspace for efficient deviation detection and transaction prioritization. Interact with Supply Chain Administrators to ensure goods’ availability. Advise the Sales Support Representatives on any blocking point which would prevent/delay customer deliveries. Ensure the customer orders’ downstream logistics continuity (warehouse picking, transport and export arrangement where applicable). Interact with customers, handle their requests related to order follow-up. Accrue any logistics costs relative to the orders (including transport, surcharges & demurrages, other logistics costs). Ensure that provision of auto-charges is correctly calculated. In case of deviations, inform the logistics team. Propose logistics solutions in case of issues, in cooperation with logistics/commercial team members. Raise credit notes/reinvoicing. Master ERP functionality related to own scope to work efficiently and to provide best service to customers.
2. Ensure conformance & contribute to sustainability: Ensure compliance with all QA and SHE requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management. Process amendments and review non-conformances on a daily basis, in collaboration with the Sales Support Representatives, Supply Chain Administrators, SHEQ team, Logistics team and Logistics providers. Provide feedback to stakeholders to allow closing of non-conformances in CRM. Translate the Group’s Sustainability Strategy into concrete job-related actions.
3. Contribute to continuous process optimization and excellent teamwork: Provide regular feedback to supply chain business process owners and ERP key users to enable operational excellence, efficiency and effectiveness. Develop expertise in processes and work instructions related to own scope and support development of best practices. Act as back-up within the Customer Experience team as required.

Experience, Skills & Education

1. At least bachelor's degree from a relevant discipline.
2. Proven experience in Customer Service and exports.
3. Passionate about achieving goals/targets, high service level standards.
4. Team-player, strong communication skills, good knowledge of English.
5. Excellent organizational skills and autonomy, advanced user of various IT tools & ERP systems.
6. Understanding of customer and market dynamics and requirements.
7. Ability to adapt to new & changing requirements and a flexible approach to working with pressure.

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry, present in 63 countries across the globe with over 3,800 employees. Our knowledgeable teams of industry, market and technical experts are each dedicated to a specific market within Life Sciences and Industrial Chemicals. We offer a lateral value chain of complementary products to more than 59,000 customers, supported by +2,700 principal relationships, creating a turnover of €4.1 billion (2022). Azelis Group NV is listed on Euronext Brussels under ticker AZE. Across our extensive network of more than 60 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated, and unique digital service to local customers and attractive -business opportunities to principals. Top industry-rated by Sustainalytics, Azelis is a leader in sustainability. We believe in building and nurturing solid, honest and transparent relationships with our people and partners. Impact through ideas. Innovation through formulation. Azelis Americas is an equal opportunity workplace. Individuals seeking employment are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. You can view the EEOC Know Your Rights poster here.

Azelis Americas’ U.S. entities participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Azelis is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Azelis Americas is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at [e-mail].