About this role
<p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">About the role:</span></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">The Customer Care Agent FM is responsible for managing the end‑to‑end order process, ensuring customer satisfaction, accurate data flow, and effective coordination across internal teams and third‑party logistics partners. The role is based in Istanbul and supports all operational processes within CSD Turkey. It requires strong communication skills, problem‑solving attitude and an ability to work cross‑functionally to meet customer expectations.<br> </span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Key responsibilities:</span></strong></p> <ul> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Manage the full order entry process, including information flow, order creation, revisions, and confirmations.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Register customer orders in ERP (SAP) for both liquid and solid in‑house chocolate production.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Track all orders from initiation to final delivery as part of the O2C process.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Coordinate closely with Logistics, Planning and Production teams to ensure timely and complete order fulfillment.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Confirm orders to customers (SOC) and coordinate with Logistics & Production supervisors.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Collaborate with related departments and 3rd parties to address requests, demands, and complaints quickly and effectively.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Engage with customers to understand their needs and respond with high urgency.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Organize customer satisfaction surveys and meetings; align results with internal stakeholders and drive actions.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Ensure timely and accurate handling of complaints via Salesforce.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Ensure accurate dispatch note creation, delivery documentation and batch assignments by 3PL warehouse provider.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Support transport organization and ensure smooth delivery processes.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Assist the EEMEA Credit Control Director in payment tracking.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Execute credit/debit note creation and invoice corrections, especially for month‑end closing.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Manage weekly stock corrections for liquid shipments.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Execute complaint registration, follow‑up and credit note issuance.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Ensure proper case and complaint flow handling.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Track IT needs supporting order entry, e‑delivery and e‑invoice processes; coordinate with relevant teams to ensure timely implementation.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Prepare weekly OTIF reports, provide root cause analysis for under‑target orders, and ensure reporting accuracy.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Record all service complaints in month‑end closing periods.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Support the company’s Quality and Food Safety systems implementation and updates.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Comply with hygiene, environment, and occupational health and safety rules.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Report food safety issues and contribute to performance targets.</span></li> </ul> <p style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif;margin:0.0in 0.0in 0.0in 0.0px"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">About you</span></strong><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">:</span></p> <ul> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Bachelor’s degree.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Minimum 3 years’ experience in Customer Service and/or Logistics.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Experience with ERP systems (SAP, SAP BW).<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Excellent written and spoken English.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Strong MS Office skills.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Good understanding of customer service & logistics terminology.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Strong organizational and planning abilities; ability to anticipate needs.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">High customer focus with strong communication and listening skills.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Analytical mindset with ability to work with databases (specifically SAP).<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Skilled in documentation, conflict resolution and problem solving.<br></span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Coordination ability and ability to navigate multiple stakeholders</span></li> </ul> <p style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">We offer:</span></strong></p> <ul> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Employment in a dynamic and growing international company — the world’s leading chocolate and cocoa manufacturer.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Private health insurance for the employee.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Hybrid working model aligned with business needs.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Learning & development opportunities, access to internal mobility and digital learning programs.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Employee support programs and a people‑focused culture.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">Company events, celebrations, and internal engagement initiatives.</span></li> <li style="line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.5pt;font-family:72.0, sans-serif;color:#1d2d3e">And of course — chocolate! Enjoy sweet moments at work throughout the year.</span></li> </ul>