Work Flexibility: Hybrid

We are looking for a committed and dedicated Customer Services Specialist to join our highly engaged Customer Services Team, at our office in Sancaktepe, İstanbul

Order To Cash (OTC): 

• Action order management (order entry, confirmation, allocation and analysis) to maximize ordering/replenishment policies.
• Deal with product availability queries and ensure continuity of information both internally to the plant and externally to the business stakeholders.
• Ensure compliance with team targets and KPIs.
• Open orders report to customers on a weekly basis (or on request), proactively monitoring the reliability of the possible proposed dates of shipping and other information
• Management of Sales Orders from customers placed with Stryker via all potential channels.
• Assistance during audits by collecting requested documents and forwarding them to the requestor within the requested deadlines
• Management of various Sales Order Types including consignment stock orders, standard orders, pending orders, and consume and replenish order flows.  
• Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc. while paying attention to the customer request date and manage the order entry process accurately. 
• Clarification and follow-up of any variances during or after the completion of the OTC process with special attention on the credit notes generated by order entry errors. 
• Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer. 
• Performing consignment inventory investigations to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved in a timely manner. 

Interface Activities: 

• Close cooperation with other departments to ensure high service level of daily duties and requests (e.g. Sales, Finance, RAQA, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain). 
• Strong cooperation with Finance on all processes related to incidents, rejected invoices, invoice discrepancies, as well as on monthly/quarterly revenue recognition process, where applicable. 
• Deal directly with Sales Reps and Product Managers and customers in relation to returns / RMAs.
• Deal with Supply chain for Back Orders or special requirements and order management of products centralized in the Central Distribution Center. 
• Interactions with carriers and transportation team: arrangements of special transportation services (demo, emergencies, returns, management of service failures)
• Critical thinkers who naturally see opportunities to develop and optimize work processes –finding ways to simplify, standardize and automate.
• Maintain continual positive attitude, builds relationships and fosters teamwork.
• Flexibility in responding to new and rapidly changing situations and environment

Qualifications:

• University degree at related fields; MBA is an advantage.
• Proficiency in spoken and written English is required.
• 5-8 years experience in Customer Service and/or Operations oriented roles in the medical or other sectors.
• Proficiency at MS Office package. Experience with ERP systems is an advantage.
• Customer oriented and ability to adapt/respond to different situations.
• Strong internal drive and motivation to make a difference and add value to an organization

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