Customer Experience Specialist

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry present in 64 countries across the globe with 4,100 employees. Our knowledgeable teams of industry, market and technical experts are dedicated to a specific market within Life Sciences and Industrial Chemicals. Azelis Group NV is listed on Euronext Brussels under ticker AZE.  Across our extensive network of more than 70 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process. 

We are looking for a "Customer Experience Specialist" for our Supply Chain team. The position is based at our headquarters in Ümraniye, Istanbul. This is a hybrid role, requiring 3 days per week in the office and 2 days working from home.

Main Accountabilities:

1) Ensure correct and timely customer sales order processing:

• Process sales orders in the Azelis ERP system, use MetaMaze where available. Advise Sales Support Representatives of any deviations (price issues, dates, regulatory ...). Request order release to Credit Control. Confirm orders and send order confirmations to customers.
• Follow up on open customer orders and ensure proper daily update of backorder lines, use Workspace for efficient deviation detection and transaction prioritization. Interact with Supply Chain Administrators to ensure goods’ availability. Advise the Sales Support Representatives on any blocking point which would prevent/delay customer deliveries.
• Ensure the customer orders’ downstream logistics continuity (warehouse picking, transport and export arrangement where applicable). Interact with customers, handle their requests related to order follow-up.
• Accrue any logistics costs relative to the orders (including transport, surcharges & demurrages, other logistics costs). Ensure that provision of auto-charges is correctly calculated. In case of deviations, inform the logistics team.
• Propose logistics solutions in case of issues, in cooperation with logistics/commercial team members.
• Raise credit notes/reinvoicing.
• Master ERP functionality related to own scope to work efficiently and to provide best service to customers.

2) Ensure conformance & contribute to sustainability:

• Ensure compliance with all QA and SHE requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management.
• Process amendments and review non-conformances on a daily basis, in collaboration with the Sales Support Representatives, Supply Chain Administrators, SHEQ team, Logistics team and Logistics providers. Provide feedback to stakeholders to allow closing of non-conformances in CRM.
• Translate the Group’s Sustainability Strategy into concrete job-related actions.

3) Contribute to continuous process optimization and excellent teamwork:

• Provide regular feedback to supply chain business process owners and ERP key users to enable operational excellence, efficiency and effectiveness.
• Develop expertise in processes and work instructions related to own scope and support development of best practices.
• Act as back-up within the Customer Experience team as required.

Experience, Skills & Education:

• At least bachelor's degree from a relevant discipline.

• Proven experience in Customer Service and exports.

• Passionate about achieving goals/targets, high service level standards.

• Team-player, strong communication skills, good knowledge of English.

• Excellent organizational skills and autonomy, advanced user of various IT tools & ERP systems.

• Understanding of customer and market dynamics and requirements.

• Ability to adapt to new & changing requirements and a flexible approach to working with pressure.