Export Customer Service Manager

Key Responsibilities:

• Customer Relationship Management:
• Serve as the main point of contact for international customers, distributors, and affiliates.
• Address inquiries, complaints, and service issues promptly and professionally.
• Order Processing & Fulfillment:
• Oversee end-to-end order management, from order receipt to final delivery and invoicing.
• Ensure alignment with regulatory, GMP/GDP, and QA/QC export requirements.
• Documentation & Compliance:
• Prepare, review, and manage all export documentation (invoices, CoA, B/L, packing lists, etc.).
• Ensure compliance with international trade regulations, INCOTERMS, and destination country requirements.
• Logistics Coordination:
• Coordinate with freight forwarders, shipping agents, and 3PL providers to ensure timely and cost-effective delivery.
• Monitor shipment progress and resolve logistical issues or delays.
• Cross-functional Collaboration:
• Work closely with planning, production, quality, regulatory, and finance teams to align export activities with internal operations.
• Support forecasting and supply planning for export markets.
• Process Improvement:
• Identify and implement process improvements to increase efficiency and customer satisfaction.
• Monitor key metrics such as OTIF (On-Time In-Full), lead times, and complaint rates.