Behind the Scenes: Sadia
From Bangladesh to Rotterdam, from supply chain student to ERP support specialist. Three months ago, Sadia joined Qbil Software. What attracted her to the Netherlands, what surprised her about working in support, and where does she see herself in a few years? We asked her.
When Sadia moved from Bangladesh to the Netherlands in 2024 to pursue her Master’s degree in International Supply Chain Management, she already knew she wanted to further develop her career in logistics and supply chain. What she didn’t know at the time was that she would eventually find her way to Qbil Software.
“Rotterdam was a deliberate choice. It is one of the largest ports in the world, and the Netherlands is internationally recognised as a leader in logistics and supply chain management. I also wanted to experience different cultures and develop myself in an international environment. The Netherlands is known for its openness and diversity, which made the decision even easier for me.”
During her studies and previous roles, Sadia worked with ERP software every day—but always as an end user.
“In supply chain, everything revolves around ERP. It’s the backbone of daily operations. I had always worked with these systems from the user side. Now I wanted to understand how things work behind the scenes. Qbil-Trade is essentially a supply chain in software, so it felt like a natural next step.”
No Two Days Are the Same
After three months, Sadia knows one thing for certain: no day in support is ever the same.
“What surprised me most is solving support tickets. Every problem is different. It’s a bit like Sudoku—some are easy, some are difficult. You never know what’s coming your way that day.”
Her day usually starts with Zendesk, Qbil Software’s support ticketing system. Reviewing new questions, following up on ongoing cases, and deciding what actions need to be taken.
“You read customer questions, try to understand what’s happening, test things in the system, and involve developers when necessary. Communication is also a big part of the role: keeping customers informed and coordinating internally with colleagues.”
What she particularly enjoys is the level of responsibility she is given.
“You have to take initiative here. Nobody is constantly telling you what to do. That means you work independently, but you also reach out to colleagues when you need help. And that works really well because my colleagues are incredibly supportive. From day one, they’ve helped me find my way around the system much faster.”
Seeing Things Through the Customer’s Eyes
Thanks to her background in supply chain management, Sadia often immediately understands the context behind customer questions.
“When customers talk about hedging, invoicing, or stock movements, I understand the bigger picture. That helps me understand not only the technical issue but also what they’re trying to achieve operationally.”
At the same time, she discovered an entirely new side of the industry.
“I was used to companies delivering 100 or 200 boxes of cables from stock. The traders using Qbil-Trade often deal with huge volumes of commodities. It’s a completely different way of working and very interesting to learn about.”
Learning by Doing
What surprised Sadia perhaps most of all was how quickly she became familiar with the software.
“I’ve worked with several ERP systems before, and many of them were much more complex. Qbil-Trade is logically structured, and the dashboards are easy to navigate. But in the end, you learn the most by working on real customer issues every day. That’s when everything starts to fall into place.”
Looking Ahead
For now, Sadia is fully focused on support and on deepening her knowledge of Qbil-Trade. But she already has an idea of where she would like to go in the future.
“In the long term, I’d like to move towards product management. Support is actually the perfect place to start. Every day, you see where customers struggle, what they’re missing, and what could be improved. That’s valuable knowledge you can take with you when working on the product side.”
For now, she is enjoying the learning process, tackling new challenges, and gaining a deeper understanding of the world of commodity trading.
“Right now, I’m focused on learning as much as possible. Everything I learn today will help me move forward tomorrow.”
Curious what we can do for your trading business? Let’s talk.