Customer Care Agent FM

About the role

The Customer Care Agent FM manages the end‑to‑end order process, ensuring customer satisfaction and accurate data flow while coordinating with internal teams and third‑party logistics partners. Based in Istanbul, the role supports all operational processes within CSD Turkey.

Key responsibilities

• Manage full order entry, revisions, and confirmations in SAP for liquid and solid chocolate production.
• Track orders from initiation to delivery as part of the O2C process and coordinate with Logistics, Planning, and Production.
• Confirm orders to customers, handle complaints via Salesforce, and ensure accurate dispatch documentation.
• Support transport organization, payment tracking, credit/debit note creation, and weekly stock corrections.
• Prepare weekly OTIF reports, conduct root cause analysis, and support quality and food safety systems.

Required profile

• Bachelor’s degree.
• Minimum 3 years of experience in Customer Service and/or Logistics.
• Excellent written and spoken English.
• Strong organizational, planning, and analytical abilities.

Required skills

• ERP systems experience (SAP, SAP BW).
• Salesforce for complaint handling.
• MS Office proficiency.

What we offer

• Employment in a leading international chocolate and cocoa manufacturer.
• Private health insurance.
• Hybrid working model.
• Learning & development opportunities and internal mobility.
• Employee support programs, company events, and chocolate perks.