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

▸ Solid 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

📌 Sales Coordinator Exports (Bhiwandi)
🏢 FRESHCLEAN CHEMICALS PRIVATE
📍 Bhiwandi