Customer Experience Lead Specialist - English / Turkish

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We are looking for a Customer Experience Lead Specialist for a multinational conglomerate company that makes a variety of commercial and consumer products, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments:

Bachelor's Degree required;
Business fluent in written and spoken English / Turkish, other European languages represent a plus;
Experience working in a customer-facing role, preferably Customer Support in an international work environment;
Experience using CRM/SAP and understanding CRM/ERP system business processes a plus;
Knowledge of MS office skills (Excel, Word, Outlook, PowerPoint);
Able to multi-task, prioritize and work independently as well as in a team environment;
Excellent written and spoken communication skills (phone, mail, email).

The Customer Experience Lead Specialist role serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together.
You will be responsible for commercial and operational activities: validation and booking of customer orders, managing order changes, providing status updates, managing claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

Timely gather all relevant info to accurately respond to all customer queries related to:
product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value;
Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales);
Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfillment (price discrepancy, credit holds, material exclusion etc);
Covers order scheduling according customer specific requirements as well as internal stock availability;
Set up, document and maintaining the order entry process for assigned customers;
Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue;
Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog;
Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments;
Acts timely on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices.

Benefits:
Attractive salary package;
Meal tickets;
Private Insurance;
Office work schedule: L-V 09.00 - 17.30;
25 days annual leave;
Professional environment with the possibility of development.