Senior Specialist Customer Service II📣 Job Ad

About Ma'aden and the Role

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

Role Purpose

The Senior Specialist, Customer Service II provides specialized support for Sales Support & Customer Services operations. This role is responsible for ensuring the efficient execution of Order-to-Cash (O2C) activities, trade finance transactions, export documentation, and customer service processes. The position involves coordinating 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, coordinating with Sales, Supply Chain, Logistics, Finance, and Plant teams to resolve order-related issues.
• Review Letters of Credit (LCs), amendments, collections, and other trade finance instruments for compliance with contractual and company requirements, coordinating with customers and banks to resolve discrepancies.
• Prepare, review, and submit export and shipping documents in accordance with customer, banking, and regulatory requirements, monitoring document presentation timelines and addressing any discrepancies.
• Act as a primary point of contact for customers regarding order status, documentation, payment matters, and service-related inquiries, maintaining strong customer relationships through timely communication and issue resolution.
• Ensure compliance with company policies, contractual obligations, internal controls, and regulatory requirements, supporting audit activities and maintaining accurate records and documentation.
• Identify opportunities to improve processes, systems, and customer experience, participating 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 and support business continuity by proactively managing risks.
• Provide guidance and support to team members on operational processes, trade finance, documentation, and customer service activities, contributing to maintaining and enhancing departmental knowledge and best practices.

Required Qualifications and Experience

• Bachelor’s degree in a relevant field.
• A minimum of 5 to 10 years of 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, Incoterms, and ERP systems (preferably Oracle Fusion, SAP, or equivalent).
• Excellent communication, analytical, problem-solving, and organizational skills.
• Proficiency in Microsoft Office applications.

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.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic and growing organization. The role requires collaboration across various internal departments and with external stakeholders to achieve business objectives.