Customer Specialist

SML Group Limited; Beylikdüzü; Hybrid; TRY 300,000 - 520,000; Full time

Job summary

SML Labels is seeking a Customer Service Specialist / Senior Customer Service Executive to manage international customer accounts. You will oversee the order-to-delivery process, coordinate with Sales, Planning, Production, Logistics, and Finance, and ensure timely, accurate communication and issue resolution.

Ideal candidates have strong ERP/Excel skills, 3+ years in related roles, and excellent stakeholder management in a fast-paced manufacturing setting.

Qualifications

• Bachelor’s degree in related field.
• 3+ years in Customer Service, Order Management, or Supply Chain in manufacturing.
• Experience in textile/apparel industry preferred.
• Strong order-to-delivery understanding and inventory management.

Responsibilities

• Act as the primary contact for assigned customer accounts.
• Manage orders from entry to delivery and invoicing.
• Coordinate Sales, Planning, Production, Logistics, and Finance for on-time delivery.
• Monitor orders, schedules, and shipments; communicate updates to customers.
• Resolve inquiries and issues promptly and professionally.
• Prepare customer reports, forecasts, and KPIs; support demand planning.
• Ensure compliance with procedures, requirements, and quality standards.
• Build strong relationships to boost satisfaction and long-term partnerships.

Skills

Customer service

Order management

Supply chain operations

Communication skills

Excel

Problem solving

Multitasking

Team collaboration

Education

Bachelor’s degree in Business Administration, International Trade, Engineering, Textile Engineering, or a related field

Tools

SAP

ERP systems

Microsoft Office

Job description

SML Labels is a global apparel branding and packaging solutions company serving an international customer portfolio that includes some of the world’s leading fashion brands and largest retailers.

Our high-quality product portfolio includes woven labels, fabric printed labels, EAS and RFID solutions, heat transfer labels, printed paper products, packaging solutions, and specialty accessories.

With a presence in more than 30 countries, SML is committed to meeting the worldwide needs of its customers in terms of quality, cost, service, and speed, delivering effective and efficient solutions that consistently exceed expectations.

SML Labels is a global apparel branding and packaging solutions company serving an international customer portfolio that includes some of the world’s leading fashion brands and largest retailers.

Our high-quality product portfolio includes woven labels, fabric printed labels, EAS and RFID solutions, heat transfer labels, printed paper products, packaging solutions, and specialty accessories.

With a presence in more than 30 countries, SML is committed to meeting the worldwide needs of its customers in terms of quality, cost, service, and speed, delivering effective and efficient solutions that consistently exceed expectations.

Customer Service Specialist / Senior Customer Service Executive

Qualifications

• Bachelor’s degree in Business Administration, International Trade, Engineering, Textile Engineering, or a related field.
• Minimum 3 years of experience in Customer Service, Order Management, Sales Support, or Supply Chain functions within a manufacturing environment.
• Preferably experienced in the textile accessories, apparel trims, labels, packaging, RFID, or garment industry.
• Strong understanding of the order-to-delivery process, production planning, and supply chain operations.
• Experience in managing customer orders, forecasts, delivery schedules, and inventory-related activities.
• Proficient in ERP systems (SAP experience is highly preferred) and Microsoft Office applications, especially Excel.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in a fast-paced and customer-focused environment.
• Strong attention to detail and commitment to service excellence.
• Experience in handling international customer accounts and cross-functional coordination.
• Good command of written and spoken English.
• Ability to manage multiple priorities while meeting tight deadlines.
• Team player with a proactive and solution-oriented mindset.

Preferred Qualifications

• Experience working with global apparel brands, retailers, or sourcing offices.
• Knowledge of textile label production processes, RFID solutions, woven labels, printed labels, or care labels.
• Familiarity with customer compliance requirements and service KPIs.
• Experience in supporting continuous improvement and customer satisfaction initiatives.
• Knowledge of Lean Manufacturing principles or supply chain best practices.

Key Responsibilities

• Act as the primary point of contact for assigned customer accounts.
• Manage customer orders from order entry through delivery and invoicing.
• Coordinate closely with Sales, Planning, Production, Logistics, and Finance teams to ensure on-time delivery.
• Monitor order status, production schedules, and shipment plans, proactively communicating updates to customers.
• Resolve customer inquiries, complaints, and service issues in a timely and professional manner.
• Prepare and maintain customer reports, forecasts, and performance metrics.
• Support demand planning and inventory management activities.
• Ensure compliance with company procedures, customer requirements, and quality standards.
• Build strong customer relationships to enhance customer satisfaction and long-term business partnerships.

Additional Advantage for SML Türkiye

• Experience in the labeling, RFID, apparel identification, or garment accessories industry.
• Experience working with international apparel brands and sourcing offices.
• Understanding of customer compliance, sustainability, and social compliance requirements within the apparel supply chain.
• Ability to communicate effectively with regional and global stakeholders.