Customer Care Agent FM

Job description

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. - Organi...