Key Roles &

- Responsibilities

- International Sales Coordination &
- Commercial Operations
- Lead the International Sales Coordination team: define roles, workflows, turnaround times and KPIs, and review performance with coaching.
- Ensure timely review and confirmation of international customer POs against approved quotations, prices, payment terms and customer agreements, and relay accurate requirements (specifications, quantities, packaging, labelling, delivery schedules) to International Sales.
- Ensure orders, amendments, cancellations and revised delivery schedules are recorded in the ERP system and tracked from confirmation to post-shipment closure (production status, shipment readiness, delivery commitments).
- Monitor order backlogs, delayed orders and shipment priorities; resolve issues on specifications, packaging, quantities and invoicing; and escalate delivery risks and bottlenecks in time.
- Keep customers updated on order confirmations, production progress, shipment schedules and delays, and streamline communication between the sales coordination team and Production Planning, Manufacturing, Quality, Packaging, Dispatch, Logistics and Finance for timely execution.
- Support International Sales with customer reviews, visits, inspections, business planning and account servicing.
- Oversee and finalise pricing and code creation for new products in the sales pipeline.
- Coordinate with Sales and Finance on pricing approvals, credit limits, outstanding receivables and commercial discrepancies.
- Customer Complaints &
- Service Excellence
- Own end-to-end complaint management for international and domestic customers (acknowledgement, resolution timelines, investigation, closure) through a structured tracking system covering quality, breakage, defects, shortages, packaging, labelling, documentation and shipment delays.




- Coordinate RCA and CAPA with the concerned departments, ensure timely and accurate investigation reports, and hold periodic review meetings with departmental heads to drive accountability and feed lessons learned into SOPs and improvements in quality, packaging, documentation and delivery reliability.
- Monitor complaint ageing, pending actions, repeat complaints and closure timelines, and escalate critical, recurring or high-impact issues and commercial disputes to senior management while protecting the company’s commercial interests.
- Set service standards for customer communication and complaint handling to build customer confidence, retention and repeat business.
- EXIM Department Management
- Oversee EXIM operations: accurate export and import documentation (invoices, packing lists, shipping bills, BL/AWB, certificates), document control and audit readiness, and coordination with customs brokers, freight forwarders and shipping lines for timely shipment and clearance.
- Ensure compliance with customs laws, Foreign Trade Policy, DGFT and GST, including licences, duty benefits, export-linked schemes and renewals, and coordinate with Finance on export proceeds realisation and e-BRC.
- Monitor shipping costs (freight, demurrage, detention) and optimise shipment planning and container utilisation.
- MIS, Reporting &
- Process Governance
- Present periodic MIS and dashboards to management (order status and backlog,



on-time shipments, complaints with RCA/CAPA status, shipment status, documentation accuracy, freight and avoidable costs, export proceeds, team productivity), analyse trends and close process gaps.
- Develop and review SOPs with escalation matrices, ownership, SLAs and process controls, and drive digitalisation and effective use of ERP.

Educational Qualifications

- Graduate in Commerce, Business Administration, International Business, Supply Chain Management or a related discipline.
- MBA / PGDM in International Business, Operations or Supply Chain (added advantage).
- Certification in Export-Import Management, International Trade or Logistics (preferred).

Experience

- 10-15 years in international sales coordination, export commercial operations, customer services or EXIM management, including international customer handling, export documentation, shipment coordination and complaint resolution.
- 3-5 years leading teams or managing multiple functions.
- Experience coordinating with international buyers, freight forwarders, customs brokers, shipping lines and financial institutions.
- Experience in ceramic, porcelain, tableware, homeware or another export-oriented manufacturing organisation (preferred).

Behavioural &

- Leadership Competencies

- Solid team leadership and people management.
- Excellent written and verbal business English.
- Customer orientation, stakeholder management, cross-functional collaboration and conflict resolution.
- Analytical thinking, structured problem-solving and decision-making.
- Attention to detail, accuracy and compliance discipline.
- Ability to manage multiple priorities, tight deadlines and customer escalations.
- Ownership, accountability, integrity and continuous improvement.

📌 Assistant General Manager (Prantij)
🏢 Ariane fine porcelain
📍 Prantij