Sales Coordinator cum Customer Service Executive
Exports – GCC & South-East Asia
POSITION OVERVIEW
Customer Service Executive
Business Entity FCPL Reports To Director / MD/ TBD
Location Thane / Mumbai (Work from Office) Employment Type Full-Time, Permanent
ROLE SUMMARY
The Sales Coordinator cum Customer Service Executive is the operational backbone of FCPL's export sales function, serving customers in the Gulf Cooperation Council (GCC – UAE, Saudi Arabia, Kuwait, Bahrain, Oman, Qatar) and South-East Asia (Indonesia, Vietnam, Malaysia, Philippines, Thailand) markets. The role bridges the MD/GM/BDM-driven business development pipeline with flawless back-end execution: enquiry management, quotation processing, order fulfilment coordination, logistics documentation, payment follow-up, and post-shipment customer support.
The incumbent must be detail-oriented, proactive, and capable of working independently with minimal supervision across multiple time zones.
KEY RESPONSIBILITIES
● SALES COORDINATION & ORDER MANAGEMENT
▸ Receive, acknowledge, and process export enquiries from GCC and SE Asia customers and distributors.
▸ Prepare and issue commercial quotations under the MD's / BDM's guidance; track quotation status and follow up for conversion.
▸ Raise Proforma Invoices (PI), Sales Orders, and coordinate order confirmations with the production/dispatch team.
▸ Maintain a live order tracker (Excel / ERP) covering PIs raised, orders confirmed, production status, and shipment ETD/ETA.
▸ Coordinate with the warehouse and logistics team for packing, labelling (GCC/SASO/IMPORTER labelling norms), and timely dispatch.
● EXPORT DOCUMENTATION & COMPLIANCE
▸ Prepare and collate all export shipping documents: Commercial Invoice, Packing List, Certificate of Origin (CoO), Bill of Lading / Airway Bill, SDS, TDS, Test Reports, MSDS, and Phytosanitary/Health Certificates as applicable.
▸ Coordinate with CHA (Customs House Agent) for shipping bill filing, LEO, and customs clearance.
▸ Arrange Attestation / Apostille / Chamber of Commerce endorsement for documents required by GCC customers (Saudi SABER, UAE ECAS, etc.).
▸ Manage Letter of Credit (LC) documentation – check LC terms, coordinate bank submissions, resolve discrepancies.
▸ Ensure compliance with DGFT export regulations, RBI FEMA guidelines, and importer country import requirements.
● CUSTOMER SERVICE & RELATIONSHIP MANAGEMENT
▸ Serve as the primary day-to-day contact for all GCC and SE Asia customers post-PO – addressing queries on delivery, quality, documentation, and product technicalities (with MD support for technical queries).
▸ Proactively communicate shipment status, delays, and deviations; resolve complaints within agreed TAT.
▸ Maintain customer interaction logs (CRM / shared register) and circulate weekly status updates to MD.
▸ Build rapport with purchasing, logistics, and QC contacts at customer end to strengthen retention and repeat business.
● MIS, REPORTING & DATA MANAGEMENT
▸ Maintain a Sales MIS covering: enquiry pipeline, quotation register, order book, dispatch schedule, payment outstanding, and target-vs-achievement.
▸ Prepare weekly and monthly export sales reports for MD review.
▸ Maintain master records for customer database, pricing matrix, HS codes, and documentation templates.
▸ Track and report on KPIs (see below); flag deviations and suggest corrective actions.
● PAYMENT FOLLOW-UP & RECEIVABLES
▸ Send advance payment / LC submission reminders as per payment terms.
▸ Follow up on overdue receivables and maintain a clean debtors' ageing statement.
▸ Coordinate with the accounts team for FIRC reconciliation, BRC closure, and realisation entries under FEMA.
● BUSINESS DEVELOPMENT SUPPORT
▸ Assist the MD / GM/ BDM in preparing samples, product dossiers, and regulatory submissions for new prospects.
▸ Research potential customers, distributors, and market pricing in GCC and SE Asia as directed.
▸ Coordinate participation in virtual / physical trade events, follow up on leads post-event.
QUALIFICATIONS & EXPERIENCE
COMPETENCY PROFILE
Competency Behavioural Indicator
Attention to Detail Near-zero tolerance for errors on invoices, LCs, and shipping docs.
Customer Orientation Genuinely service-minded; keeps customers informed proactively.
Organised & Self-Driven Manages multiple open orders and deadlines without close supervision.
Cross-Cultural Awareness Comfortable dealing with Middle Eastern and South-East Asian business cultures.
Communication Clear, professional written English; tactful verbal communication.
Ownership & Accountability Tracks issues to resolution; does not drop the ball on follow-ups.
Analytical Thinking Builds and maintains MIS reports; identifies trends and exceptions.
Team Collaboration Works seamlessly with production, warehouse, accounts, and MD.
WORKING CONDITIONS & COMPENSATION
Work Schedule & Location
▸ Work from Office – Thane / Mumbai. Hybrid / WFH not applicable for this role.
▸ Monday to Saturday, standard office hours. Occasional early morning or late evening calls may be required to align with GCC time zones (IST + 1.5 to 2.5 hrs) or SE Asia time zones (IST + 1.5 to 3.5 hrs).
Growth Path
▸ Strong performers will be considered for progression to Senior Export Executive → Assistant Manager – Exports within 24–36 months, aligned to company growth.
Pay: Up to ₹25,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
