CX and Sales Support Team Leader, IFF

What to Expect

We are looking for an experienced and people-focused professional to join our team in Kemalpaşa, where you will lead foreign trade operations and customer experience activities in alignment with company objectives.

In this role, you will manage your own customer portfolio while serving as the first point of escalation for operational or service-related matters.

Key responsibilities include full account management, monitoring service quality, supporting system and process improvements, and contributing to ongoing efficiency initiatives. You will also play a key role in fostering a positive team culture and ensuring high standards of service delivery across the team.

Essential Duties and Responsibilities

• Oversee and manage daily foreign trade operations in line with company policies and goals

• Lead, support, and coach a team of Sales Coordinators and CX Associates

• Monitor team workload, manage schedules, and serve as backup when needed

• Act as the first point of escalation for team issues and ensure timely resolution

• Maintain strong communication between teams and management

• Support internal and external audits and compliance activities

• Drive initiatives to improve processes, standardization, and revenue growth

• Manage key customer accounts and participate in meetings, visits, and trade fairs as needed

• Build a positive team culture through feedback, recognition, and development

• Collaborate with cross-functional teams (Production, Logistics, Finance, etc.) to ensure seamless operations

Keys to Success

• Requires understanding and application of procedures and practices within own area and basic knowledge of other areas
• Understands how the team relates to other closely related teams to improve efficiency

Supervisory Responsibilities

• 3+ direct reports
• Has formal supervisory responsibilities; sets priorities for and coaches associates to meet deadlines
• Has performance management and people development responsibility for associates under their care
• Impacts the level of service and the team’s ability to meet quality, volume, and timelines objectives within their area
• Works within departmental objectives and priorities
• Implements, interprets and executes policies; recommends modifications
• Uses judgment to identify and resolve day-to-day problems
• Decision making involves compiling and organizing information and selecting best option from well-defined alternatives

Requirements and Preferred Skills

• 5-7 years of experience

• Excellent communication skills (written and verbal)

• Ability to work to deadlines and prioritize tasks.

• Excellent organizational skills

• Strong problem-solving and conflict resolution abilities

• Effective people management skills, able to work independently and as part of a team

• Fluency in English

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