Senior Specialist Customer Service II📣 Job Ad

About Ma'aden and the Opportunity

Ma'aden, established in 1997, is recognized as one of the world's fastest-growing mining companies and the largest multi-commodity mining and metals company in the Middle East. The company plays a pivotal role in developing the mining industry, positioning it as the third pillar of Saudi Arabia’s economy through the creation of a world-class, fully integrated mining value chain. We are seeking a Senior Specialist, Customer Service II to join our team in Riyadh in a full-time capacity.

Role Purpose

The primary purpose of this role is to provide specialized support for Sales Support and Customer Services operations. This involves ensuring the efficient execution of Order-to-Cash (O2C) activities, managing trade finance transactions, overseeing export documentation, and streamlining customer service processes. The Senior Specialist coordinates with internal and external stakeholders to facilitate timely order fulfillment, accurate documentation, compliance with contractual and regulatory requirements, and the delivery of high-quality customer service that supports business objectives and enhances customer satisfaction.

Key Responsibilities

• Manage and monitor sales orders throughout the Order-to-Cash (O2C) cycle to ensure timely and accurate execution. Coordinate with Sales, Supply Chain, Logistics, Finance, and Plant teams to resolve order-related issues and ensure smooth order fulfillment.
• Review Letters of Credit (LCs), amendments, collections, and other trade finance instruments to ensure compliance with contractual and company requirements. Coordinate with customers and banks to resolve discrepancies and facilitate timely transactions.
• Ensure the preparation, review, and timely submission of export and shipping documents in accordance with customer, banking, and regulatory requirements. Monitor document presentation timelines and address any discrepancies.
• Act as a key point of contact for customers regarding order status, documentation, payment matters, and service-related inquiries. Maintain strong customer relationships through timely communication and issue resolution.
• Ensure compliance with company policies, contractual obligations, internal controls, and regulatory requirements. Support audit activities and maintain accurate records and documentation.
• Identify opportunities to improve processes, systems, and customer experience. Participate in automation, digitalization, and process enhancement initiatives to improve operational efficiency.
• Collaborate with Sales, Marketing, Logistics, Finance, Manufacturing, and external stakeholders to ensure effective execution of customer commitments. Support business continuity by proactively managing risks and operational challenges.
• Provide guidance and support to team members on operational processes, trade finance, documentation, and customer service activities. Contribute to maintaining and enhancing departmental knowledge and best practices.

Required Experience and Skills

Candidates for this role should possess 2 to 5 years of experience in customer service, sales support, or a related operational field. A strong understanding of Order-to-Cash processes, trade finance operations, and export documentation is essential. Demonstrated ability to coordinate with multiple internal and external stakeholders and ensure compliance with various requirements is also key.

Work Environment and Collaboration

This position requires significant cross-functional coordination, working closely with various departments including Sales, Supply Chain, Logistics, Finance, and Manufacturing. The role also involves regular interaction with external partners such as customers and banks, operating within a dynamic and collaborative environment focused on operational excellence and customer satisfaction.

Join Our Team

Join Ma'aden and contribute to a company that is shaping the future of the mining industry in Saudi Arabia through a commitment to building a world-class, integrated value chain.