Customer Relations Coordinator

Petrol Ofisi A.Ş.

The leader of the fuel and lubricant sectors in Turkey, Petrol Ofisi was founded as the first and national brand of Turkey on February 18, 1941. Petrol Ofisi traditionally maintains its titles as “the leader of fuel sector in Turkey”, “the market leader of lubricants and chemicals in Turkey”, and “one of the two biggest private companies of Turkey.” Today, Petrol Ofisi has a strong and unparalleled infrastructure in Turkey, consisting of more than 1.700 fuel stations, more than 1.400 village pumps, 9 fuel terminals, 3 LPG terminals, 20 airport refueling units, 1 lubricant factory, and approximately 1.1 million m3 of storage capacity.

We are looking for a Customer Relations Coordinator who has the following qualifications to join our team in our Headquarters:

• Excellent communication skills

• Proven problem-solving ability

• Excellent teamplayer

• Proven ability to set, meet and exceed targets 

• Proven ability to manage change 

• Self-confident appearance and good communication skills in handling internal partners and external stakeholders 

• A strong focus on customer needs and the capability to measure them

• Excellent business sense 

• Strong MS Excel and ERP knowledge

JOB PURPOSE

To coordinate and manage retail customer service team which will be the first point of contact and a solution partner for all customers and dealers throughout the whole order to cash process and other ad-hoc demands, act accordingly by understanding the customer demands, and to keep the customer satisfaction at the highest level.To coordinate and manage retail customer service team which will be the first point of contact and a solution partner for all customers and dealers throughout the whole order to cash process and other ad-hoc demands, act accordingly by understanding the customer demands, and to keep the customer satisfaction at the highest level.

MAIN RESPONSIBILITIES

- Employee development

- Identification of training programmes 

- Managing realization of sales support specific targets 

- Coordinate operational activities of Retail Customer Service 

- Building of monthly reporting structure, providing key figures and data. 

- Identification of process gaps and initiate the projects to improve performance 

- Monitorization of the performace and development of new performace indicators 

- Coordination of interfaces (Sales channels, Pricing, Logistics, Risk Management, Accounting, Controlling,..) 

- Define and meet SLA's with the related parties 

 Tasks :

 - Monitor, control and complete investment files, initiate process, document upload to the system (CMA – M files), reporting file status to related departments 

- Calculation of risks and letter of guarantee amount of retail customer regarding investment file analysis 

- Monitor, system input and check out of e-invoices regarding related retail expense monthly 

- Contract control and approval of all retail customer (NTI, NTPO, CR, PO to PO / Both Oil and LPG sides) 

- Check all renewal, termination and closure of retail and LPG licenses & entrance to EMRA in a timely manner

- Check and complete all retail document request from both sales team and customer side. (TSE, dealer letter, "same as original“ request, amendment request) 

- Ensure sales admin responsibilities as report consolidations, letter of guarantee process (if necessary), entrance& follow payment order forms weekly 

- Ensure timely response to internal, external customers and dealers within agreed SLA time

- Coordination of the related parties within Petrol Ofisi, for customer demands like reconciliation, delivery information, production information, rebate calculations, payment information, Bank Letter of Guarantee renewals/releases, and other ad-hoc or regular tasks 

- Monitor and communicate rebate invoices with the related parties to ensure correct recording 

- Monitor credit limits continuity 

- Coordinate initiation of credit limit revisions 

- Coordinate initiation of receivables insurance limit requests 

- Coordinate dunning process 

- Monitor bank letter of guarantee's for all customers and dealers 

- Ensure archiving of the documents approved by the management to deliver when necessary 

- Periodical customer visits to leverage relations 

- Taking action, solving and reporting the customer/dealer complaints related with sales support operations

- Taking active role for improvement processes / projects (e-order, CRM, ERP, all other retail related projects) 

- Create and maintain the sales support walkthrough booklet of to do's