Customer Experience

Are you the one? We are looking for a Customer Experience professional to join us at our Kemerburgaz facility!

The Customer Experience team is responsible for the end-to-end management of the assigned international customer portfolio, from order entry through to the completion of export operations. This is not a role limited to responding to customer requests or monitoring operations. It takes direct operational ownership of the order and export process from beginning to end.

You will be responsible for,

• Review order requests received from international customers and enter them accurately and on time into the ERP/system.
• Take ownership of the assigned customer portfolio from order entry through to the completion of the export operation.
• Verify product, quantity, pricing, delivery dates, delivery terms, and other relevant order details.
• Coordinate production and shipment planning with the relevant teams and follow up on progress.
• Manage the operational follow-up of order preparation and loading processes.
• Personally execute the required export-related operational activities and ensure successful completion of the export process.
• Play an active role in the preparation, verification, and distribution of export documentation to the relevant parties.
• Coordinate transportation and logistics arrangements with the relevant stakeholders and manage the shipment process end to end.
• Coordinate customs clearance, shipment, and delivery processes with the relevant parties.
• Proactively identify potential delays, gaps, or risks within shipment and export operations and take the necessary actions.
• Keep customers informed in a timely manner regarding order status, production, shipment, and delivery.
• Manage and resolve customer questions, requests, and complaints.
• Work with the relevant teams to identify the root causes of customer complaints and ensure sustainable corrective actions are implemented.
• Identify recurring customer or operational issues and contribute to continuous process improvement initiatives.
• Monitor and report customer and order data and generate insights aimed at improving the overall customer experience.

What we need,

• Bachelor’s degree, preferably in Business Administration, International Trade, Logistics, Foreign Trade, or a related field.
• Experience in customer management, order management, foreign trade/export operations, or a similar field.
• Excellent command of English is mandatory.
• German language skills are considered a significant advantage.
• Good understanding of export and foreign trade processes, or a strong willingness to develop expertise in this area.
• Proficiency in ERP systems and MS Office applications, with the ability to use AI tools to improve efficiency and enhance the way of working.
• Strong capability in end-to-end process management, from order entry through shipment and export operations.
• Ability to communicate and coordinate effectively with customers and cross-functional teams.
• Ability to prioritize effectively, work in a fast-paced environment, and take ownership and responsibility.

What Organik Kimya offers:

• Exposure to complex industrial processes and international stakeholders
• Opportunities to contribute to continuous improvement and operational excellence
• "Great Place to Work" and "Top Employer" work environment
• The opportunity to take part in an industry-shaping journey, empowerment
• Hybrid work model (1 home office day), home-office allowance
• Gym, Dietitian, Psychological Support Services
• Advanced leave policies
• Flexible benefits package

We are waiting for your application!