Senior Specialist, Customer Service II

Job Purpose

To provide specialized support for Sales Support & Customer Services operations by ensuring the efficient execution of Order-to-Cash (O2C) activities, trade finance transactions, export documentation, and customer service processes. The role is responsible for coordinating with internal and external stakeholders to ensure 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 Accountabilities

Order-to-Cash (O2C) Management:

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Manage and monitor sales orders throughout the O2C cycle to ensure timely and accurate execution.

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Coordinate with Sales, Supply Chain, Logistics, Finance, and Plant teams to resolve order-related issues and ensure smooth order fulfillment.

Trade Finance Operations:

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Review Letters of Credit (LCs), amendments, collections, and other trade finance instruments to ensure compliance with contractual and company requirements.

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Coordinate with customers and banks to resolve discrepancies and facilitate timely transactions.

Export Documentation:

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Ensure the preparation, review, and timely submission of export and shipping documents in accordance with customer, banking, and regulatory requirements.

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Monitor document presentation timelines and address any discrepancies.

Customer Relationship Management:

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Act as a key point of contact for customers regarding order status, documentation, payment matters, and service-related inquiries.

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Maintain strong customer relationships through timely communication and issue resolution.

Improvement initiatives:

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Process Compliance & Governance

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Ensure compliance with company policies, contractual obligations, internal controls, and regulatory requirements.

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Support audit activities and maintain accurate records and documentation.

Continuous Improvement:

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Identify opportunities to improve processes, systems, and customer experience.

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Participate in automation, digitalization, and process enhancement initiatives to improve operational efficiency.

Cross-Functional Coordination:

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Collaborate with Sales, Marketing, Logistics, Finance, Manufacturing, and external stakeholders to ensure effective execution of customer commitments.

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Support business continuity by proactively managing risks and operational challenges.

Knowledge Sharing & Support:

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Provide guidance and support to team members on operational processes, trade finance, documentation, and customer service activities.

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Contribute to maintaining and enhancing departmental knowledge and best practices

Minimum Qualifications, Experience and Competencies

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.

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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.

Minimum Experience: 4 Years

Maaden High-Performance Competencies:

Skills:

Technical Skills:

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Order-to-Cash (O2C) Process Management

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Trade Finance and Letters of Credit (LCs)

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Export Documentation and International Trade Operations

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Knowledge of Incoterms and International Shipping Processes

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ERP Systems (Oracle Fusion, SAP, or equivalent)

Data Analysis and Reporting:

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Microsoft Office Suite (Advanced Excel, PowerPoint, and Word)

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Process Improvement and Problem Solving

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Risk Assessment and Compliance Awareness

Behavioral Skills:

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Customer Focus

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Strong Communication and Interpersonal Skills

Stakeholder Management:

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Analytical Thinking

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Attention to Detail

Planning and Organizing:

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Decision Making and Sound Judgment

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Teamwork and Collaboration

Adaptability and Resilience:

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Time Management and Prioritization

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Accountability and Ownership

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Ability to Work Under Pressure

Leadership & Professional Skills:

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Influencing and Negotiation Skills

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Conflict Resolution

Continuous Improvement Mindset:

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Knowledge Sharing and Coaching

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Cross-Functional Coord