Senior Customer Services Specialist

Work Flexibility: Hybrid

This position will be responsible for supporting logistics and operations for the Turkey region, ensuring all areas of the business, including external customers are updated and informed on delivery of shipments.  They will build strong relationships with customers and within the internal organization.

Main Responsibilities include:

• Proactively communicating with internal & external customers
• Processing kit booking orders, credits, loan kit queries
• Arranging returns and collections and handling proof of delivery and pricing requests
• Logging and follow up of issue resolution and related communication back to the customer
• Taking responsibility for executing tasks and supporting colleagues across a number of complex areas /processes and queries
• Working with your colleagues to effectively organize and priorities the tasks within your specific areas
• Working collaboratively with other functions and divisions on cross-functional or customer specific topics
• Assisting in supporting and training more junior colleagues, acting as a mentor for more junior customer service representatives
• Providing training and support to junior team members and will build mentoring relationships
• Assisting in allocating work across the service reps and prioritizing
• Managing and building relationships with service providers.
• Monitoring service providers. Implementing service level agreements and KPI to track performance.
• Overseeing deviations on damages, short expiry, discrepancies and ensuring the appropriate action is taken to resolve.
• Collaborating with the operations team on kit replenishment, long term consignment and order allocations.
• Monitoring the local distribution and provide communication and updates to business.
• Ensuring system accuracy, processing and updates at all times.
• Making sure that all records and documents should be stored and readily available at all times.

Academic qualifications / degree & relevant prior experience:

Key strengths / personal attributes for the role:

Education/Experience

• Bachelors degree
• Local Language & strong English skills are mandatory
• Must have ERP knowledge (SAP, Oracle, JDE or similar)
• Advanced Microsoft office skills
• 3-5 years experience in logistics, operations or customer service
• Ability to work in a team oriented environment with excellent interpersonal and communication skills
• Self-motivated, detail oriented
• Positive and proactive attitude (A self-starter who has a pro-active and independent personality, ability to manage their own workload and prioritize appropriately)
• Strong multi-tasking
• Ability to take ownership and accept responsibility
• Able to work under pressure