Head of Customer Service & Logistics

Omya; Fatih; On-site; TRY 900,000 - 1,300,000; Full time

Job summary

Omya is seeking a Head of Customer Service & Logistics for our Istanbul or Izmir office. The ideal candidate will lead the CS function, optimize service delivery, and align CS with Sales and Operations in an international environment.

The role requires a Bachelor’s degree, 8+ years in CS/Logistics, strong leadership and SAP/ERP skills, and excellent English plus local language proficiency. Work is based in Istanbul or Izmir with an on-site office setup.

Qualifications

• Bachelor’s degree in Business, Logistics, or related field.
• 8+ years in Customer Service or Logistics.
• Proven team management and people development.
• Strong English and local language; SAP knowledge.

Responsibilities

• Lead and manage the Customer Service function with strong customer focus.
• Monitor and analyze CS performance via KPIs; drive improvements.
• Ensure accurate order processing, claims, and credit processes.
• Build relationships with customers; interface between customers, Sales, Ops.
• Ensure compliance with quality and regulatory requirements.
• Drive continuous improvement of CS processes and systems.
• Ensure resources, workload distribution and service continuity.
• Lead, coach and develop the CS team with clear objectives.

Skills

Leadership

Customer service

Logistics

SAP

ERP systems

English

Communication

Negotiation

Team management

Cross-functional

Education

Bachelor's degree in Business

Tools

SAP

Job description

Omya is a leading global producer of industrial minerals – mainly fillers and pigments derived from calcium carbonate and dolomite – and a worldwide distributor of specialty chemicals. We seek for a Head of Customer Service & Logistics for our Istanbul or Izmir office, and the ideal candidate is expected to have the following qualifications and skills:

• Bachelor’s degree in Business, Logistics, Supply Chain Management or a related field.
• Minimum 8 years of experience in Customer Service, Logistics, Transportation or a related field.
• Proven experience in team management and people development.
• Strong customer orientation with the ability to understand, anticipate and respond to customer needs.
• Excellent communication, collaboration and negotiation skills.
• Experience with ERP systems and order processing; knowledge of SAP and MS Office is required.
• Strong analytical and problem-solving skills with a proactive and results-oriented approach.
• Ability to work effectively across functions and in a dynamic, international environment.
• Excellent written and spoken English and local language skills. Additional languages are an advantage.

Responsibilities

• Lead and manage the Customer Service function, ensuring efficient processes, high service quality and a strong customer focus.
• Monitor and analyze Customer Service performance through KPIs, identifying areas for improvement and implementing corrective actions where needed.
• Ensure smooth and accurate order processing, claim management and customer credit processes in close collaboration with relevant functions.
• Develop and maintain strong relationships with customers and act as a key interface between customers, Sales, Operations and internal stakeholders.
• Ensure compliance with relevant company procedures and standards, including applicable quality and regulatory requirements.
• Drive continuous improvement of Customer Service processes, systems and ways of working.
• Ensure adequate resources, workload distribution, backup arrangements and service continuity to meet business needs.
• Lead, coach and develop the Customer Service team through clear objectives, training, performance management and regular feedback.
• Support cross-functional teams in developing and implementing effective business and customer service strategies.