Customer Order Management Manager

Kastamonu Entegre; Üsküdar; On-site; TRY 900,000 - 1,300,000; Full time

Job summary

Kastamonu Entegre is seeking a Customer Order Management Manager to oversee end-to-end order and complaint processes from Altunizade, Istanbul. The role requires strategic leadership to align Sales, Production, and Supply Chain with customer expectations and business goals.

Responsibilities include KPI oversight, cross-functional collaboration, and driving digitalization of workflows to improve service quality, accuracy, and efficiency.

Qualifications

• Bachelor’s degree in Business Administration, International Trade, Industrial Engineering, Logistics, or related field.
• Strong expertise in export operations, international trade, logistics, and order-to-delivery processes.
• Experience in process improvement and cross-functional process management.

Responsibilities

• Define objectives, priorities, and action plans for customer order and complaint management.
• Lead end-to-end order management with Sales, Production, Supply Chain, Logistics, and Finance.
• Establish KPIs and drive improvements in service levels.
• Oversee complaint handling, analyze root causes, and lead cross-functional initiatives.
• Review reports, identify risks/opportunities, and provide insights to senior management.
• Drive system, workflow, and operating model improvements within order/complaint processes.
• Ensure cross-functional collaboration to improve order and complaint management.
• Lead standardization, digitalization, and efficiency initiatives for visibility and quality.

Skills

Customer order management

Export operations

Process optimization

Cross-functional collaboration

Communication and negotiation

Leadership of operational teams

Education

Bachelor's degree in Business Administration or related field

Master's degree is an asset

Job description

Kastamonu Entegre Ağaç Sanayi which is one of the two locomotive companies of Hayat Holding was established in year 1969 for production in the wooden panel industry and today became a global power which is the 1st in Türkiye, the 3rd in Europe and the 4th in the world in its field.

Kastamonu Entegre Headquarters is looking for a “Customer Order Management Manager”. The position is based in Altunizade, İstanbul.

Job Roles Details

• Define objectives, priorities, and action plans for customer order and complaint management processes, ensuring their effective execution in line with business goals and customer service expectations
• Lead end-to-end customer order management processes and ensure seamless coordination across Sales, Production, Supply Chain, Logistics, Finance, and other relevant functions
• Establish, monitor, and evaluate key performance indicators and customer service levels related to order management; identify gaps and define necessary corrective and improvement actions
• Oversee customer complaint and feedback management processes, analyze recurring issues and root causes, and lead cross-functional improvement initiatives to enhance customer experience
• Review operational reports and analyses related to customer order and complaint management, identify key developments, risks, and opportunities, and provide relevant insights and recommendations to senior management
• Drive the development and continuous improvement of systems, applications, workflows, and operating models used within customer order and complaint management processes
• Ensure effective cross-functional collaboration with Sales, Supply Chain, Production, Logistics, Finance, and other relevant stakeholders to improve customer order and complaint management processes
• Lead process standardization, digitalization, automation, and efficiency initiatives to enhance visibility, service quality, operational effectiveness, and data accuracy

Skills

• Bachelor's degree in Business Administration, International Trade, Industrial Engineering, Logistics, or a related field; Master's degree is an asset
• Strong expertise in export operations, international trade, logistics, and order-to-customer delivery processes
• Experience in process improvement, operational excellence, and cross-functional process management
• Customer-oriented mindset with strong communication, negotiation, and coordination skills
• Fluency in English, both written and spoken; proficiency in a second foreign language is considered an asset

Experience

• Minimum 15 years of professional experience, including at least 5 years of experience in leading and managing operational teams, with proven expertise in customer order management, sales back-office operations, export operations, or related functions.