Customer Care Manager

About the Job

Job Title: Customer Care Manager

Location: Istanbul, Turkey

At Opella Healthcare, we are driven by a shared Mission: to put Health in Your Hands. We are passionate about simplifying healthcare, empowering individuals to take control of their well-being.

As a leading global player in Consumer Healthcare, we are committed to delivering innovative solutions that improve lives, fueled by our Challenger spirit—Outcome-Obsessed, Courageous, Radically Simple, and All In Together.

We are looking for a dynamic and experienced Customer Care Manager to join our team. In this role, you will play a critical part in driving operational efficiency, enhancing the customer experience, and contributing to the growth of our business. You will lead end-to-end customer service operations, ensuring seamless order management, logistics coordination, and continuous process improvement.

Key Responsibilities

Customer Care Leadership

• Lead and manage customer service operations, including order management, logistics coordination, and import/export activities.

• Ensure the efficient execution of the Order-to-Serve Process, from order placement to shipment, supporting monthly sales targets.

• Drive operational excellence by identifying and implementing process improvements that enhance customer satisfaction.

• Provide weekly performance updates, resolving order processing issues, and ensuring timely deliveries.

• Develop and maintain strong relationships with internal and external stakeholders to optimize the customer experience.

Importation & Regulatory Compliance

• Oversee importation processes, ensuring compliance with regulations from the Ministry of Health (MoH) and Ministry of Agriculture (MoA), especially for food supplements, medicines, and medical devices.

• Manage customs operations, ensuring smooth and compliant cross-border activities.

• Coordinate with regulatory, quality, and legal teams to ensure full compliance with local and international guidelines.

Performance Monitoring & Process Improvement

• Track key performance indicators (KPIs) related to customer service and supply chain operations, identifying gaps and implementing corrective actions (CAPA).

• Collaborate with cross-functional teams, including Demand Planning, Distribution, and S&OP, to align on supply chain activities and improve service levels.

• Lead and deploy customer care projects from the regional and global levels to drive best practices.

• Optimize service level agreements (SLAs) with key partners, including Croissy Export Platform and Lüleburgaz Local DC.

Systems & Reporting

• Manage sales and distribution transactions in SAP, ensuring accurate data management and timely updates to stakeholders.

• Handle e-invoicing processes, addressing customer requests, and providing monthly performance reports.

• Utilize tools like Power BI for data analysis and performance tracking, providing insights to drive business decisions.

• Coordinate return processes, monitor stock movements, and generate monthly reports on logistics and supply chain activities.

Maintain Compliance

• Uphold the highest standards of ethical conduct in line with Opella’s Code of Ethics, ensuring integrity in all business activities.

• Proactively identify and mitigate risks related to compliance, escalating issues as needed.

Ethical Leadership

• Take personal accountability for applying ethical principles and governance policies in all aspects of work.

• Serve as a role model for ethical behavior, fostering a culture of integrity within the team.

Environmental & Safety Leadership

• Promote a safe and healthy work environment by complying with Occupational Health, Safety, and Environment (HSE) standards.

• Report and investigate any safety incidents, supporting continuous improvement in workplace safety.

Key Working Relationships

Education:

• Bachelor’s degree in Finance, Business, Logistics, Engineering, or a related field.

Experience:

• Minimum 5 years of experience in Supply Chain Management, Customer Service, Accounting & Finance, or Commercial Operations.

• Experience in the FMCG industry is preferred.

• Strong background in importation processes, particularly for food supplements, medicines, and medical devices.

• Proven knowledge of customs operations and regulatory frameworks from MoH and MoA.

Languages:

• Turkish: Full professional proficiency

• English: Full professional proficiency

• French: A plus

Technical Skills:

• Proficient in SAP Sales & Distribution (S&D) module

• Strong skills in MS Office / Teams / Office 365 applications

• Power BI working knowledge is required

• Python programming experience is a plus

Core Competencies:

• Strong customer orientation and commitment to service excellence

• Analytical thinking with attention to detail

• Business acumen with a problem-solving mindset

• Strong communication and presentation skills

• Ability to work transversally across teams

• Accountability and ownership mindset

• Experience managing audits, invoicing, and compliance-related processes

• Adaptable and flexible in dynamic environments

Why Join Us?

• International Work Environment: Collaborate with global teams and develop your career in a diverse, inclusive setting.

• Flexible Work Model: Enjoy hybrid working options with up to 50% remote flexibility.

• Comprehensive Benefits Package: Competitive salary, health support programs, and employee assistance services.

• Professional Growth: Access to internal learning platforms, development programs, and global career opportunities.

• Diversity & Inclusion: Be part of an organization committed to creating an environment where everyone belongs.

How to Apply

If you are passionate about driving customer excellence and supply chain efficiency, apply now to join Opella Healthcare and help us shape the future of healthcare.

Our Commitment to Diversity & Inclusion

At Opella, we believe progress thrives on diversity. We are committed to providing equal opportunities to all, regardless of race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic.