CAMBAY FOODSERVICE PACKAGING

India's Star Export House for Paperboard Foodservice Disposables

Customer Relationship Management Executive — Export Accounts

Own the day-to-day relationship with our international foodservice clients — keeping dispatches on schedule, complaints resolved, and every account informed.

Location: On-site — Cambay manufacturing facility, near Hazira Port, Surat, Gujarat

Employment Type: Full-time

Department: Customer Relationship Management / Export Servicing

Reports To: CRM / Export Operations Manager

ABOUT CAMBAY

Cambay Foodservice Packaging is India's leading Star Export House for paperboard foodservice disposables, serving QSR chains, distributors, and foodservice brands across more than 18 countries from a fully integrated facility near Hazira Port in Surat. With hundreds of SKUs, significant monthly export volumes, and a team of over 650 people, we manufacture bakery boxes, eco boxes, trays, cups, bowls, food containers, private-label ranges, and luxury packaging — all in-house.

Sustainability is built into how we operate: rooftop solar, zero liquid discharge, and certified compostable products, backed by international certifications for food safety, sustainability, and ethical trade. Trusted by well-known global brands, Cambay is a stable, export-focused home for a career in packaging.

THE ROLE

We are hiring a CRM Executive dedicated to our export clients. You will be the single point of contact that international customers rely on after an order is placed — answering their questions on dispatch dates, resolving quality complaints and dispatch discrepancies, and keeping each account updated through regular touchpoints, including weekly review meetings. Success in this role is measured by how confident and well-informed our overseas customers feel about every shipment.

This is a communication-heavy, detail-driven role that sits at the intersection of sales, production, quality, and logistics. If you are organised, calm under pressure, and enjoy being the person who makes cross-border shipments run smoothly, this role is for you.

KEY RESPONSIBILITIES





Client Communication & Dispatch Coordination

- Serve as the primary point of contact for a portfolio of export clients, responding promptly and professionally to emails and calls across time zones.
- Answer client queries on dispatch and delivery dates, confirm production and shipment timelines, and proactively flag any delays before the customer has to ask.
- Coordinate with production, planning, and logistics teams to keep committed dispatch dates realistic and up to date, and update clients whenever schedules change.
- Track every open order from confirmation through dispatch, ensuring documentation and shipment milestones stay aligned with what the client expects.

Complaint & Discrepancy Resolution

- Handle quality complaints end to end — log the issue, coordinate with the Quality and production teams for root-cause review, and communicate the resolution and corrective action back to the client clearly and on time.
- Investigate and resolve dispatch discrepancies such as short shipments, incorrect quantities, wrong SKUs, labelling errors, or documentation mismatches, working with logistics and the warehouse to correct them.
- Maintain a record of complaints and discrepancies, monitor resolution turnaround times, and escalate recurring or high-impact issues to management.

Account Reviews & Reporting

- Prepare for and run weekly update meetings with key accounts and internal teams — covering order status, open complaints, upcoming dispatches, and action items — and circulate clear follow-up notes.
- Prepare regular reports on customer-experience metrics such as on-time dispatch, complaint resolution time, and open-order status.
- Monitor customer satisfaction, track feedback and trends,



and use customer data to support retention initiatives and continuous service improvement.

Account Growth & Support

- Nurture long-term relationships that drive repeat business, and identify opportunities to upsell and cross-sell across Cambay's product range.
- Support export documentation processes as needed, coordinating with the documentation and logistics teams to keep shipments moving smoothly.
- Contribute to raising the overall standard of customer service across the export desk.

WHAT WE'RE LOOKING FOR

Essential

- Excellent written and verbal English communication, with the confidence to interact professionally with international clients over email and calls.
- Strong customer-service and relationship instincts — responsive, dependable, and calm when handling complaints or pressure.
- Solid organisational and time-management skills, with the ability to juggle many open orders and deadlines across time zones without dropping details.
- Analytical ability to interpret order and customer data, spot patterns, and support decisions that improve service.
- Working knowledge of MS Excel, CRM software, and reporting tools.
- Ability to work on-site in Surat and collaborate closely with sales, production, quality, and logistics teams in a quick-paced, quality-focused workplace.

Preferred

- A bachelor's degree in business, commerce, marketing, or a related field.
- Experience in customer service, account management, or CRM within manufacturing, packaging, or exports.
- Familiarity with export processes and documentation (invoices, packing lists, and shipment paperwork).
- Awareness of international client expectations and cross-cultural communication.

WHY JOIN CAMBAY

- Work directly with well-known global brands across 18+ countries.
- Join a stable, growing Star Export House with a fully integrated, sustainability-driven facility.
- Build export and customer-management expertise with clear ownership of your own client portfolio.

Cambay Foodservice Packaging is an equal-opportunity employer.

📌 Customer Relationship Management Executive (Surat)
🏢 Cambay Foodservice Packaging
📍 Surat