Logistic Head
Job Description (JD)
Position: Customer Care Head – International Logistics & Export Operations
Department: International Business / Supply Chain
Location: Civil Lines, Nagpur
Company: Nitika Pharmaceuticals Specialities Pvt. Ltd.
Reporting To: VP – Sales & Marketing
Experience: 10–15 Years
Industry: Pharmaceuticals / Excipients / API / Chemicals / Manufacturing
Key Responsibilities
1. Customer Order Management
• Lead end-to-end execution of export customer orders after receipt of Purchase Orders.
• Ensure smooth coordination between Sales, Production, Planning, Warehouse, QA, Dispatch, Logistics, and Customers.
• Monitor order progress from order confirmation to final delivery.
• Ensure on-time execution as per customer delivery commitments.
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2. Export Logistics & Shipment Planning
• Plan and coordinate international shipments.
• Select suitable freight modes (Air, Sea, Road).
• Coordinate shipment schedules with freight forwarders and shipping lines.
• Optimize logistics cost without compromising delivery timelines.
• Monitor shipment movement until final destination.
• Handle shipment delays and proactively communicate updates to customers.
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3. Freight Forwarding Management
• Manage relationships with Freight Forwarders, CHA, Shipping Lines and Airlines.
• Negotiate freight rates.
• Finalize shipment bookings.
• Ensure timely container availability.
• Track vessel schedules.
• Coordinate customs clearance activities.
• Resolve logistics bottlenecks.
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4. Export Documentation
Ensure preparation and verification of:
• Commercial Invoice
• Packing List
• Shipping Bill
• Bill of Lading (BL)
• Airway Bill (AWB)
• Certificate of Origin (COO)
• AIFTA Certificate
• Insurance Documents
• Inspection Certificates
• Export Declaration
• LC Documentation
• Bank Negotiation Documents
Ensure complete compliance with:
• DGFT
• Customs
• FEMA
• RBI Guidelines
• EXIM Policy
• International Trade Regulations
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5. Post Shipment Follow-up
• Monitor shipment until customer delivery.
• Share shipment tracking details with customers.
• Coordinate Proof of Delivery.
• Handle shipment discrepancies.
• Manage claims for transit damages.
• Ensure timely submission of shipping documents.
• Coordinate payment follow-up with customers.
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6. Customer Relationship Management
• Serve as the primary point of contact for international customers after order confirmation.
• Handle customer complaints effectively.
• Maintain high customer satisfaction.
• Coordinate repeat orders.
• Ensure quick resolution of customer issues.
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7. Cross Functional Coordination
Coordinate closely with:
• International Sales Team
• Production
• Planning
• QA/QC
• Warehouse
• Dispatch
• Finance
• Commercial Team
• Regulatory Affairs
• Freight Forwarders
• CHA
• Banks
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8. Commercial Coordination
• Coordinate Invoice Generation.
• Payment Follow-up.
• LC Documentation.
• Advance Payment Tracking.
• Outstanding Receivables Monitoring.
• Export Incentive Documentation.
• Insurance Claims.
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9. Process Improvement
• Develop Standard Operating Procedures (SOPs).
• Improve shipment turnaround time.
• Reduce logistics costs.
• Improve documentation accuracy.
• Implement automation and ERP workflows.
• Drive continuous process improvements.
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10. Team Management
• Lead Customer Care and Export Documentation teams.
• Allocate daily responsibilities.
• Conduct performance reviews.
• Coach and mentor team members.
• Develop succession planning within the department.