Customer Service Teamleader

DÖHLER GIDA

Döhler is a global producer, marketer and provider of technology-driven natural ingredients, ingredient systems and integrated solutions for the food and beverage industry. We provide its customers with a wide product range including natural flavours, natural colours and textures as well as healthy and functional ingredients for foods and beverages. Join Döhler and contribute with your vision and ideas to drive major projects. We are looking for talents who are committed to our ultimate customer focus and who are ready to deliver their best performance in a thriving environment.

Döhler Turkey is looking for a"Customer Service Teamleader" to be employed in our Istanbul Maltepe Office with following qualifications;

Your Role

• Managing a part of local customer service team and recruit, develop, train and manage the them ensuring that the know-how and processes are correctly shared and built expertise within the team,
• Define and set the operational KPIs in accordance with company strategy and budget, ensure that customer service standards and targets are being met,
• Follow and communicate KPIs of the team to improve the performance and take the action when needed,
• Analyze data to improve the end to end processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction,
• Create awareness, provide constructive feedback, and strategic focus at the internal partners who have an impact on customer experience and it is a crucial contribution to building a long-term relationship with the customers,
• Ensuring that samples are processed on time, taking into account the throughput and delivery times, optimum number of samples and costs, in collaboration with the colleagues responsible in Sales,
• Ensure the order to cash process are processed properly in line with the customer-centric perspective,
• Implementing the best possible structure for customer master data and ensuring that customer master data is continuously updated,
• Ensuring regular customer-specific monitoring of contracts, prices, order quantities, batch sizes, delivery packaging and payment and delivery conditions and the creation of corresponding regional evaluations,
• Ensuring that customer complaints are processed properly and on time in collaboration with Notification Management and the colleagues responsible in Sales,
• Work together with sales team in order to implement the business strategy

Your Profile and Requirements

• Bachelor's degree in any discipline, business or technical background is considered an advantage,
• Experience in customer service or sales operation with 3 to 5 years of experience in managing a team. Food & beverage market or chemical industry experience is preferred,
•  Good knowledge of MS Office and SAP and experience about reporting tools such as Celonis, BW, Service,
• Excellent verbal and written skills in English,
• Excellent communication skills with the ability to communicate to all levels,
• Demonstrated ability to manage, motivate and influence work behaviors,
• Attention to details and capability to work on multiple projects in parallel,
• CRM experience is preferred.