Customer Service Specialist - Domestic

DöhlerGroup; Fatih; On-site; TRY 240,000 - 360,000; Full time

Job summary

Döhler Turkey is seeking a Customer Service Specialist - Domestic to join our Istanbul Maltepe Office. You will handle end-to-end order management in SAP, coordinate JIT deliveries, and resolve order issues in collaboration withSales, Planning, Logistics, and Finance.

The role emphasizes customer service excellence, cross-functional teamwork, and process optimization within an international company and a diverse product portfolio.

Qualifications

• 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.
• 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.

Responsibilities

• 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.

Job description

Döhler is a leading global producer of natural ingredients and solutions for the food, beverage, lifestyle and nutrition industries. We use innovative technology to process plant-based raw materials and enrich products such as lifestyle drinks, cereals, dairy, and confectionery goods for almost every well-known brand. Close to 10.000 dedicated employees in more than 70 countries share one common goal - to ensure that millions of people around the world enjoy the products created by us. We strive to inspire and empower our employees in everything we do, and we invite you to join our team – together WE BRING IDEAS TO LIFE.

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.
• 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.