Senior Customer Service Representative

Job Summary

We are looking for a Senior Customer Service Representative who will be responsible for our front office activities related to order management, design handling, supply and demand, and logistics, linked to customer service excellence which also includes offering quality service with innovative solutions to drive customer satisfaction and improve overall customer experience.
The successful candidate will be based in Istanbul and will report to the Customer Service and Design Director.

What you will do

1. Customer care and after-sales services.
2. Be an active member of the accounts team.
3. Drive monthly evaluation, analysis, and optimization of customer-relevant KPIs.
4. Present results in the quarterly meeting with the customers.
5. Participate with input in the monthly rolling forecast, populate the tool, and drive accuracy improvement.
6. Identify opportunities for improvement and advancing the supply chain service level in packaging and additional materials.
7. Monitor and drive improvement of the finished goods inventory.
8. Drive digitalization and promote self-service tools.
9. Take special tasks and independent projects (further development of key figures).
10. Drive continuous improvement through common agenda projects in account initiatives.
11. Understand the market's specific supply chain needs and work to continuously optimize & improve supply chain operations

We believe you have

• 2-3 years of prior work experience in a similar role.
• Customer-focused mindset and self-driven, proactive, and highly structured individual.
• Ability to handle multiple tasks while demonstrating time management and prioritize among them.
• You are fluent in English, both spoken and written. Good working knowledge of MS Office.
• Strong business communication skills, both written and verbal.
• Excellent analytical thinking and resilience.
• Customer focus, objective, and productivity-oriented.
• Tools: SAP, Microsoft Office, Teams, Power BI and CRM
• Ability to work independently and under pressure, and keeping an eye on details
• Good level of English and Turkish