Summary of the Role

The Customer Service Executive (Export) is responsible for end-to-end coordination of export shipments, ensuring timely documentation, customer communication, compliance, and smooth execution from order confirmation to final delivery and post-shipment support. The role acts as a key bridge between customers, internal stakeholders (planning, sales, logistics, warehousing, finance) and external stakeholders.

Responsibilities / Accountabilities:

• Export Order & Customer Coordination

• • Receive, review, and validate export orders/POs (Intercompany and Customers), ensuring accuracy in product details, quantities, pricing, Incoterms, destination, statutory texts and documentation requirements.
  • Create and update Sales Orders (SO) in SAP SD, ensuring accuracy in material codes, pricing conditions, quantities, payment terms, delivery dates, and item texts. Perform standard SAP checks such as ATP, Credit Check, and pricing validations to ensure alignment with customer Purchase Orders. Maintain compliance with Customer Global Terms & Conditions and the Customer Service Handbook while ensuring accurate master data and smooth downstream delivery processes.
  • Coordinate with customers, sales and the Finance team to ensure timely establishment of Letters of Credit (LC) in line with agreed payment terms. Facilitate the issuance of Proforma Invoices and follow up with customers for advance payments as required by business‑defined payment terms.
  • Share shipment plans and committed timelines with intercompany contact point, customers, providing proactive and transparent updates throughout the order lifecycle.
  • Shipment Tracking & Reporting - Coordinating with Logistics and providing visibility to customers.
  • Manage customer queries, service issues, customer complaints and escalations with defined turnaround times to ensure high customer satisfaction.
  • Share post shipment documentation with customers by email or hard copy (as and where applicable) and resolve any document-related queries in coordination with Logistics team.

• Internal Stakeholder management.

• • Collaborate closely with Sales, Planning, Logistics, and Warehouse teams to ensure dispatch readiness, shipment prioritization, and smooth execution of export orders.
  • Share order book and align on business plan

• Compliance & Trade Requirements

• • Ensure all export operations comply with internal SOPs, statutory guidelines, and global trade requirements.
  • Support compliance checks, including HS code validation, GST/IGST applicability, export incentive documentation, and   country specific regulatory needs (restrictions, embargoes, special certificates, etc.).
  • Coordinate with internal teams for necessary approvals and maintain comprehensive, audit ready export records.

• Prepare daily and weekly MIS on operational KPIs, including:

• On time shipment performance
• Pending documentation
• Exceptions and deviations
• Customer escalations
• Analyze recurring issues and recommend process improvements to enhance customer experience and operational efficiency.

• Cost effectiveness and operational excellence.

• Coordination with Trade compliance, Logistics team and other relevant stakeholders to bring and work on cost effective opportunities through Government of India export incentive schemes.
• Identify and implement new processes to improve efficiency and effectiveness of customer service function.

REQUIREMENTS (education, experience and competencies):

Education / Certification:

• Graduate Degree (B.Com. / B.Sc.) or equivalent.
• Preferably holding Diploma in Supply Chain Management or Masters in Business Administration.

Experience and Skills

• 8 to 10 years’ experience in Order to Cash (OTC) module in SAP.
• Knowledge of export documentation, Incoterms, SAP systems, and international trade processes.

Competencies for the Role:

• Effective communication & Collaboration
• Results orientation
• Innovative approach
• Finance acumen