Customer Service Executive - South West Asia (only Manufacturing)

Overview

Provide responsive, accurate and end-to-end customer service support for the South West Asia business, with primary responsibility for Sri Lanka and Bangladesh. Manage export orders from customer purchase order through shipment, invoicing, delivery and post-order resolution while coordinating with commercial, supply chain, finance, logistics, pricing and regional operations teams.

What you'll do

• Manage end-to-end export order processing, from receipt and entry of customer purchase orders through shipment execution and delivery confirmation.
• Assess product availability, schedule order execution, coordinate dispatch and confirm timely fulfilment with accuracy and urgency.
• Monitor stock availability with the Distribution Planning team and escalate supply constraints or risks early.
• Maximise in-full, on-time order fulfilment and communicate expected delivery timelines to customers and internal stakeholders.
• Coordinate Proforma Invoices, Letters of Credit and required export and shipping documentation.
• Ensure documentation is complete, accurate and aligned with agreed commercial and trading terms.
• Coordinate with supply chain, logistics, transfer pricing and finance teams to enable timely shipment and invoicing.
• Coordinate with Regional Pricing and Rebate Contract Management teams for pricing updates and rebate contract administration.
• Liaise with Regional Order-to-Cash, Rebate Contract and Record-to-Report teams for credit-note issuance and payment-release processes.
• Track annual rebate balances and provide updates to Commercial and Marketing Heads to support credit-note issuance and accrual write-backs.
• Monitor approved credit processing and help ensure legitimate credits are completed on time.
• Identify and resolve invoice-pricing, rebate and trading-term discrepancies.
• Serve as the primary customer-service contact for assigned customers in Sri Lanka and Bangladesh.
• Respond to customer enquiries, complaints, delivery issues and documentation requests.
• Coordinate cross-functional resolution of service failures and keep customers informed until closure.
• Work with the commercial team to gauge customer satisfaction, identify recurring concerns and manage negative issues proactively.
• Monitor and communicate the order-delivery performance of warehousing and logistics service providers to the Distribution Planning team.
• Ensure invoicing is executed in line with agreed trading terms and approved seasonal offers.
• Monitor customer-service performance against agreed KPIs and review results with management.
• Maintain accurate order records, trackers and supporting documentation, and contribute to process improvements and stronger controls.

What you'll need

• Bachelor's degree in commerce, business administration, supply chain, logistics, finance or a related discipline.
• 5 - 10 years of experience in customer service, export order management, supply chain coordination, logistics or order-to-cash operations, preferably in a multinational or cross-border business environment in Manufacturing companies.
• Working knowledge of export documentation, Proforma Invoices, Letters of Credit, invoicing, credit notes, rebates and customer account coordination.
• Experience working with ERP/order-management systems.
• Strong proficiency in Microsoft Excel, Outlook and reporting tools.
• Professional written and spoken English.
• Ability to communicate effectively across countries and functions.

Details

• Location: Mumbai, India.
• Primary customer responsibility: Sri Lanka and Bangladesh.