Internal Sales Officer

Purpose and Mission

• Work in line with the local and central procedures and guidelines, liaising with customers, internal/external sales teams & sales management and support the sales process from inquiry to payment and billing inquiries, service requests, suggestions and complaints to ensure the best possible customer service.

Key Activities and Responsibilities

• Customer Interaction: Handle inbound customer inquiries via phone, email, or social media in a timely, providing high-quality customer service.
• Problem Resolution: Identify, evaluate, and solve customer problems, ensuring customer satisfaction.
• Order Processing: Process customer requests, orders, forms, and applications accurately.
• Database Management: Maintain and update customer records in the customer service database.
• Feedback Collection: Gather and relay customer feedback to improve products and services.
• Escalation Handling: Escalate complex issues to supervisors when necessary.
• Policy Adherence: Follow communication procedures, guidelines, and policies.
• Training Participation: Engage in training sessions to enhance product knowledge and customer service skills.
• Analyze inquiries and customer specifications, prepare in line with pricing guidelines from sales manager and send quotations to customers.
• Administration & maintaining of customer-specific price lists, discounts, bonus agreements accurately in alignment with sales management.
• Ensure all sales orders received are entered into the SAP system accurately and on time.
• Follow up delivery versus shipment dates, trigger actions to ensure timely shipments and inform customers in advance of late deliveries.
• Follow up customer payments, check credit limits, try to resolve and report overdue payments to external / inside sales.
• Register and follow up customer claims, ensuring complete and accurate documentation before submission

Skills

• Excellent communication, problem-solving, and interpersonal skills
• Strong commitment to providing exceptional customer service
• Attention to detail and accuracy in handling customer inquiries and issues
• Good command of both spoken and written English is a must
• Way of working: Works accurate, proactively, stress resistant, has good communication skills
• Customer oriented: establishes customer relations by phone and mail, finds way to increase the customer satisfaction
• Systems/Tools: Quickly learn and develop proficiency in customer service software/systems and tools
• Based in Izmit/Kocaeli

Previous Experience

• Minimum 3 years of experience in customer service

Qualifications and Education

• Bachelor’s degree in Business Administration, Management, or a related field