Senior Specialist, Customer Service II
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Key skills for this role
About the Role
Maaden is hiring a Senior Specialist for Customer Service to manage Order-to-Cash activities, trade finance, export documentation, and customer relationships. Requires 5+ years of experience in Sales Support, Customer Service, or Supply Chain Operations, with strong knowledge of international trade and ERP systems.
Key Skills for This Role
Responsibilities
- Manage and monitor sales orders throughout the O2C cycle, ensuring timely and accurate execution
- Coordinate with cross functional teams to resolve order related issues and ensure smooth order fulfillment
- Review and process trade finance instruments (Letters of Credit, amendments, collections) to ensure compliance
- Prepare, review, and submit export and shipping documents in accordance with customer, banking, and regulatory standards
- Act as key point of contact for customers, addressing inquiries related to order status, documentation, and payment matters
- Maintain strong customer relationships through timely communication and effective issue resolution
- Identify process improvement opportunities and participate in automation and digitalization initiatives
- Collaborate with Sales, Marketing, Logistics, and Finance teams to ensure effective execution of customer commitments
- Provide guidance and support to team members on operational processes, trade finance, documentation, and customer service
Requirements
- Bachelor's degree in Business Administration, Finance, Supply Chain, Logistics, or related field
- Minimum 5 years of relevant experience in Sales Support, Customer Service, Order to Cash (O2C), Trade Finance, or Supply Chain Operations
- Strong knowledge of international trade processes, export documentation, Letters of Credit (LCs), and Incoterms
- Experience working with ERP systems (Oracle Fusion, SAP, or equivalent) and Microsoft Office applications
- Excellent communication, stakeholder management, and problem solving skills
- Ability to manage multiple priorities, work independently, and meet tight deadlines
Full Job Posting
Job Purpose
- To provide specialized support for Sales Support & Customer Services operations by ensuring efficient execution of Order to Cash (O2C) activities, trade finance transactions, export documentation, and customer service processes.
Key Accountabilities
- Order to Cash (O2C) Management: Manage and monitor sales orders throughout the O2C cycle.
- Trade Finance Operations: Review Letters of Credit (LCs), amendments, collections, and other trade finance instruments.
- Export Documentation: Ensure preparation, review, and timely submission of export and shipping documents.
- Customer Relationship Management: Act as key point of contact for customers regarding order status, documentation, payment matters.
- Process Compliance & Governance: Ensure compliance with company policies, contractual obligations, internal controls.
- Continuous Improvement: Identify opportunities to improve processes, systems, and customer experience.
- Cross Functional Coordination: Collaborate with Sales, Marketing, Logistics, Finance, Manufacturing, and external stakeholders.
- Knowledge Sharing & Support: Provide guidance and support to team members on operational processes.
Minimum Qualifications
- Bachelor's degree in Business Administration, Finance, Supply Chain, Logistics, or a related field.
- Minimum 5 years of relevant experience in Sales Support, Customer Service, Order to Cash (O2C), Trade Finance, Export Documentation, or Supply Chain Operations.
- Strong knowledge of international trade processes, export documentation, Letters of Credit (LCs), collections, and Incoterms.
- Experience working with ERP systems (preferably Oracle Fusion, SAP, or equivalent).
- Strong analytical, problem solving, and organizational skills.
- Excellent communication and stakeholder management skills.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Good command of written and spoken English.
- Ability to manage multiple priorities, work independently, and meet tight deadlines.
Preferred Qualifications
- Experience in the fertilizer, mining, petrochemical, or manufacturing industry.
- Knowledge of international shipping and logistics operations.
- Professional certification in Trade Finance, Supply Chain, Customer Service, or a related discipline.
- Experience in process improvement initiatives and cross functional project participation.
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