The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts, they bring the customers, sales and business operations together. 

They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

Acts as the process expert and point of contact for the processes and areas assigned as well as runs reports and analysis for the team. Is responsible for offering support to team members on process issues, identifies process gaps. The main areas are contact point for process issues, training and assistance to team members in operational matters, escalations level mgmt. Is responsible to help Supervisor in planning process training for each team member as well as deliver some of the sessions. He/she is responsible to share knowledge following SOPs and standard work, process and business updates.

Principal Responsibilities:

Order Entry 

• Validation and order entry of customer purchase orders within defined target

• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc)

• Covers order scheduling according customer specific requirements as well as internal stock availability 

• Set up, document and maintaining the order entry process for assigned customers

Backlog Management

• Acts as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end-to-end cycle 

• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and other internal departments

• Performs regular backlog management reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes 

• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities 

Continuous Improvement & HOS

• Applies HOS methodology, quality standards and process compliance in day-to-day activities

• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required

• Based on business requirements, leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.

Transition/daily support 

• Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists and other). Identification of blind spots and potential risks.

• Supports Supervisor in transition planning which includes i.e., preparation of the KT agenda, introduction to transition team and to the sending site, participation in regular catch up calls.

• Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog

• Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.

• Supports SAP, Salesforce, InContact and any other necessary system implementation and use

• Builds professional relationship with the counterparts and related functions.

• Sharing the knowledge gathered during the KT at sending site with the receiving team.

Transformational Projects, Process maintenance, Training & Audit

• Ensures end to end customer onboarding and operational training for new team members

• Acts as a SME in relation to all users & stakeholders for the respective region

• Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team

• Acts as escalation point on complex cases 

• Supports the tier meetings to monitor progress across multi-functional areas

• Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.

• Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored 

• Reports out to Supervisor and acts as a back-up for SV

• Agents calls and cases evaluations

• Daily monitoring of performance and taking real time corrective actions to meet KPI's

 Must have: (Requirements):

• High School Diploma required; Bachelor’s degree appreciated 

• Business fluent in written and spoken Turkish and English

• 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience 

• 0-2 years of experience with reporting, knowledge transfer and/or coaching experience 

• Strong knowledge/experience with CRM/ERP system business processes (SAP is required)

• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)

We value: (Skills, nice to have):

• Process documentation skills

• Analytical skills 

• Six sigma knowledge is a plus

• Project mgmt. experience/knowledge is a plus

• SME user level for SAP, SFDC, InContact and/or other CRM/ERP tools

• Incoterms & special Trade and Compliance knowledge including applicability and exceptions 

• Financial understanding of the OTC process including: VAT, billing, proforma requirements, credits 

• High level of customer orientation

• Excellent written and spoken communication skills (phone, mail, email)

• Ability to build relationships and networks in a virtual team environment

• Strong team player with the ability to take ownership and follow-through

• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement

• Demonstrated solution-oriented, pro-active “can do” attitude, Willingness, and ability to work under own initiative and time pressure, effective decision maker

• Self-motivated with assertive communication skills, positive and result oriented attitude – taking ownership of tasks assigned.