Customer Service Specialist - Domestic

About the role

Döhler Turkey is seeking a Customer Service Specialist to manage domestic orders from our Istanbul office. You will act as the central hub for order processing, ensuring accurate entry in SAP, timely deliveries, and smooth resolution of any issues that arise.

Key responsibilities

• Enter and monitor end‑to‑end orders in SAP, from creation to completion.
• Coordinate Just‑in‑Time deliveries with planning and logistics teams.
• Resolve blocked orders, back‑orders and return orders in collaboration with Sales, Planning, Finance and Production.
• Process Free‑of‑Charge (FOC) orders according to company policy.
• Serve as first point of contact for customer escalations and manage claims in the CRM tool.
• Organise customer request meetings to review order status and improvement opportunities.
• Support automation, SAP enhancements and digitalisation projects within the OTC process.
• Track KPIs such as on‑time delivery, order accuracy and customer request resolution times.

Required profile

• Bachelor’s degree in Engineering, Business Administration or a related field.
• Minimum 3 years of experience in Customer Service, Order‑to‑Cash or Sales Support, preferably in the food & beverage sector.
• Strong problem‑solving abilities and analytical mindset.
• Excellent communication skills in Turkish and English.
• Ability to work under pressure, showing proactivity and accountability.

Required skills

• SAP
• Microsoft Office (Excel, Word, PowerPoint)

What we offer

• Dynamic work environment within an innovative, growing global company.
• Opportunities to contribute to automation and digitalisation projects.
• Exposure to cross‑functional teams across sales, logistics, finance and production.