Customer Service Manager

Job Description
About the Position
We have an excellent opportunity available for Customer Service Manager to make a difference at Kraft Heinz Turkey. Customer Service Manager role lies within the S&OP team and is based in our Akmerkez Office. You'll be working in a high-performing team, alongside peers always trying to reach the next level. You'll be reporting to the Head of S&OP and Logistics. The customer service role is to be a trusted point of contact for operational topics and build strong collaborative relationship between Heinz SC Team and Heinz Customers.
In brief, you will be responsible for

• Processing orders of customers
  • Ensuring robust and effective order processing methods. Working in SAP and Excel to input and process orders and deliveries to ensure optimal flow of goods to customers.
  • Support demand planning team and sales team on building forecast and plans to drive growth in IMS.
  • Securing monthly turnover of business unit by issuing invoicing on SAP on time and doing monthly reconciliations with Finance team.
  On Time Full Delivery (OTIF)
  • OTIF focus on each and every order. Good communication with logistics responsible, demand planner and customers to secure availability of products as aligned on SNOP Meetings.
  Understanding Customers' and Business Needs
  • Dealing with customer queries (price enquiries, tracking of orders etc.)
  • Driving service excellence through customer service team in order to meet or exceed customer service expectations
  • Ensuring understanding of customer service needs and driving service projects to meet or exceed them
  • Check stockout availability or credit limit issues and alert the system if needed
  • Negotiating service level agreements (SLA) with the customers that are fairly balanced between needs of the customers and Heinz cost of serving
  • Analyze performance related to Customers (Out of stocks, service level, stocks, delivery service, launch adherence etc) and suggest ways to improve this.
  • Identify opportunities, impact and synergies of the distributors tie of the complete supply chain. Capabilities needed, opportunities and emerging needs.

What you bring

• Bachelor's or master's degree from a reputable university
• 3+ years experience in S&OP, food industry is a plus.
• Fluent in English
• Knowledge SAP, Excel (data filters, VLOOKUP, Pivot Tables)
• Analytical thinking capabilities and result-driven
• Agility & quick learning
• Passion for improving and proactive nature
• Communication Skills
• Effective working relationships with cross-functional teams
• Ability to work in a fast-paced, high-change environment

About Us
The Kraft Heinz Company is one of the largest food and beverage companies in the world, with eight $1 billion+ brands and global sales of approximately $25 billion. We're a globally trusted producer of high-quality, great-tasting, and nutritious foods for over 150 years. Our brands are truly global, with products produced and marketed in over 40 countries. These beloved products include condiments and sauces, cheese and dairy, meals, meats, refreshment beverages, coffee, infant and nutrition products, and numerous other grocery products in a portfolio of more than 200 legacy and emerging brands.
No matter the brand, we're united under one vision To sustainably grow by delighting more consumers globally. Bringing this vision to life is our team of 39,000+ food lovers, creative thinkers, and high performers worldwide. Together, we help provide meals to those in need through our global partnership with Rise Against Hunger. We also stand committed to responsible, sustainable practices that extend to every facet of our business, our consumers, and our communities. Every day, we're transforming the food industry with bold thinking and unprecedented results. If you share our passion - and are ready to create the future, build a legacy, and lead as a global citizen - there's only one thing to do join our table and let's make life delicious!
Our Culture of Ownership, Meritocracy and Collaboration
We're not afraid to think differently. Embrace new ideas. Dream big. We empower our people at every level - from entry-level intern to senior leader - to own their work. We share a responsibility to think like Owners - to be mindful of the collective and sustained success of Kraft Heinz - which we apply to every situation, every day.
As part of Kraft Heinz, you're supported to grow and achieve. You're expected to bring your authentic self to work every day, to lead with humility, and drive outstanding performance at every level - and you'll be rewarded. You're given opportunities to leave a mark and build a legacy. But you won't do it alone. You're supported by passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
Location(s)
Istanbul Branch
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.