Customer Service Executive - South West Asia (only Manufacturing)

FMC · Manufacturing & Industrial

Mumbai, India
On-site
Posted yesterday
Apply by 19 Oct
Customer Service & Support

About the job

FMC Corporation is a global leader in agricultural sciences, driven by our purpose: Innovation for Agriculture. Solutions for the Planet. We are passionate about the power of science to solve agriculture’s biggest challenges. With one of the most productive and diversified pipelines in the industry, FMC is delivering cutting-edge and next-generation crop protection technologies – including Dodhylex™ active, Isoflex™ active, rimisoxafen, and fluindapyr – to help farmers increase the productivity and resilience of their land. Our employees are at the heart of this innovation. We’re looking for bold thinkers and collaborative doers. At FMC, your ideas matter. From day one, you’ll contribute to meaningful work that drives progress in agriculture, supported by a culture that values integrity, safety, respect, and results. Join us in advancing the future of agriculture. Together, we’re building a more resilient planet – one innovation at a time.

Job title: Customer Service Executive - South West Asia

Position Summary:

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

Location: Mumbai

The Role (Key Responsibilities):

Order Management & Fulfilment

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.

Proactively monitor stock availability with the Distribution Planning team and escalate supply constraints or risks early.

Maximise in-full, on-time order fulfilment and accurately communicate expected delivery timelines to customers and internal stakeholders.

Export Documentation

Coordinate Proforma Invoices, Letters of Credit and all 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.

Pricing, Rebates, Credits & Receivables Support

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 regular 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.

Act as the focal point for identifying and resolving invoice-pricing, rebate and trading-term discrepancies.

Customer Experience & Issue Resolution

Serve as the primary customer-service contact for assigned customers in Sri Lanka and Bangladesh.

Respond promptly and professionally to customer enquiries, complaints, delivery issues and documentation requests.

Coordinate cross-functional resolution of service failures and keep customers informed until closure.

Work closely with the commercial team to gauge customer satisfaction, identify recurring concerns and manage negative issues proactively.

Logistics Performance & Governance

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 regularly with management.

Maintain accurate order records, trackers and supporting documentation, and contribute to process improvements and stronger controls.

Key Performance Indicators:

In-full, on-time order fulfilment and delivery performance.

Order-entry, invoicing and export-documentation accuracy.

Cycle time from purchase-order receipt to shipment and invoice.

Timely closure of customer enquiries, complaints, credit notes and pricing discrepancies.

Customer-service quality and stakeholder satisfaction.

Accuracy and timeliness of rebate tracking, KPI reporting and management updates.

The Candidate (Requirements):

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 and strong proficiency in Microsoft Excel, Outlook and reporting tools.

Professional written and spoken English; ability to communicate effectively across countries and functions.

FMC is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. Employment decisions at FMC are based on business needs, job requirements, and individual qualifications. We value diversity and strive to ensure that our hiring and employment practices support a work environment that is free from discrimination and harassment.

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