Customer Care Agent FM

About the role:

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.
 

Key responsibilities:

• Manage the full order entry process, including information flow, order creation, revisions, and confirmations.
  
• Register customer orders in ERP (SAP) for both liquid and solid in‑house chocolate production.
  
• Track all orders from initiation to final delivery as part of the O2C process.
• Coordinate closely with Logistics, Planning and Production teams to ensure timely and complete order fulfillment.
• Confirm orders to customers (SOC) and coordinate with Logistics & Production supervisors.
  
• Collaborate with related departments and 3rd parties to address requests, demands, and complaints quickly and effectively.
• Engage with customers to understand their needs and respond with high urgency.
• Organize customer satisfaction surveys and meetings; align results with internal stakeholders and drive actions.
• Ensure timely and accurate handling of complaints via Salesforce.
• Ensure accurate dispatch note creation, delivery documentation and batch assignments by 3PL warehouse provider.
• Support transport organization and ensure smooth delivery processes.
• Assist the EEMEA Credit Control Director in payment tracking.
• Execute credit/debit note creation and invoice corrections, especially for month‑end closing.
• Manage weekly stock corrections for liquid shipments.
• Execute complaint registration, follow‑up and credit note issuance.
• Ensure proper case and complaint flow handling.
• Track IT needs supporting order entry, e‑delivery and e‑invoice processes; coordinate with relevant teams to ensure timely implementation.
• Prepare weekly OTIF reports, provide root cause analysis for under‑target orders, and ensure reporting accuracy.
• Record all service complaints in month‑end closing periods.
• Support the company’s Quality and Food Safety systems implementation and updates.
• Comply with hygiene, environment, and occupational health and safety rules.
• Report food safety issues and contribute to performance targets.

About you:

• Bachelor’s degree.
  
• Minimum 3 years’ experience in Customer Service and/or Logistics.
  
• Experience with ERP systems (SAP, SAP BW).
  
• Excellent written and spoken English.
  
• Strong MS Office skills.
  
• Good understanding of customer service & logistics terminology.
  
• Strong organizational and planning abilities; ability to anticipate needs.
  
• High customer focus with strong communication and listening skills.
  
• Analytical mindset with ability to work with databases (specifically SAP).
  
• Skilled in documentation, conflict resolution and problem solving.
  
• Coordination ability and ability to navigate multiple stakeholders

We offer:

• Employment in a dynamic and growing international company — the world’s leading chocolate and cocoa manufacturer.
• Private health insurance for the employee.
• Hybrid working model aligned with business needs.
• Learning & development opportunities, access to internal mobility and digital learning programs.
• Employee support programs and a people‑focused culture.
• Company events, celebrations, and internal engagement initiatives.
• And of course — chocolate! Enjoy sweet moments at work throughout the year.