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Henkel · Customer Service

Customer Service Front Office Representative

Turkey, Ümraniye, Istanbul · Job Posted May 04, 2026
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Job Description

Act as the main contact for customers and sales teams, managing inquiries, orders, and complaints. Ensure efficient communication, track cases via ticketing systems, and support daily operations while collaborating closely with Supply Chain and Logistics to deliver high service quality.

Job Responsibility

  • Being the first point of contact to handle and resolve inquiries coming from customer and sales team for Adhesive Technologies Business Unit
  • Reporting to the customer service team leader in the Supply Chain organization
  • Ensuring an effective and successful first time communication with the customer
  • Assuming responsibility for the customer interaction, monitoring of cases managed in Support Office
  • Providing efficient and structured service to our customers and sales team by handling their requests, complaints and coordinating a final response
  • Participating in regular customer meetings (e.g. quarterly meetings to review KPIs and metrics)
  • Assuming responsibility to effectively use the ticketing system to register all cases
  • Taking part in Customer Services projects that will contribute to improved service levels, business growth, increased efficiencies and consequently reduced costs
  • Ensuring successful execution of daily operations cycle and order controlling
  • Making sure that the products and customers meet correctly
  • Synergic work with Supply Chain Departments

Requirements

  • University degree in Business Administration or related departments
  • Up to 3 years of experience in Customer Services preferably within international organizations
  • SAP & Order Management knowledge is a plus
  • Efficiency in English both spoken and written
  • Good command of MS Office applications knowledge
  • Good at problem solving, planning and offering proactive approach
  • Able to operate in a cross-cultural and complex matrix environment with support of strong interpersonal communication skills

What we offer

  • Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
  • Diverse national and international growth opportunities
  • Global wellbeing standards with health and preventive care programs
  • Gender-neutral parental leave for a minimum of 8 weeks
  • Employee Share Plan with voluntary investment and Henkel matching shares
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