Customer Service Manager

We are looking for a Customer Service Manager to join our team in Kocaeli, Türkiye. This role offers the opportunity to drive operational excellence and contribute to our commitment to world-class logistics solutions.

Responsibilities:

1. Ensure timely and accurate service requests from customers are received and fulfilled.
2. Plan and distribute duties among customer service specialists, monitor their development, and take corrective/preventive actions.
3. Monitor invoicing processes to ensure they align with customer expectations and company financial structures.
4. Ensure regular reconciliation of invoices and timely collections.
5. Coordinate with relevant units to initiate legal proceedings in case of disputes in customer account collections.
6. Lead and manage a team, promoting collaboration and ensuring goal alignment.
7. Act as an ambassador for DP World, promoting positive behaviors and ensuring safety and compliance with company policies.
8. Achieve assigned work targets and participate in development programs.
9. Comply with occupational health and safety rules and act environmentally sensitive.
10. Regularly visit Customs and Logistics companies to identify needs and coordinate actions for improvement.
11. Ensure coordination with the Customs Directorate and adapt to legislative changes.
12. Monitor customer service requests, record issues in the CRM system, and lead corrective/preventive actions.
13. Ensure compliance with information security policies and manage related activities.
14. Coordinate information security awareness, incident monitoring, and audit activities.

Profile:

1. Bachelor's degree in relevant fields.
2. At least 5 years in a similar position.
3. Fluent Turkish and English language skills.
4. Knowledge of customs legislation and practices.
5. Proficient in SAP SD-FI, CRM, and Microsoft Office programs.
6. Ability to effectively convey information, listen actively, and engage with customers and team members.
7. Strong analytical skills to identify issues, develop solutions, and implement corrective actions to enhance customer satisfaction.

Compensation: DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World: Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of Syncreon, Imperial and P&O.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW
TO CHANGE WHAT'S POSSIBLE FOR EVERYONE

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves.