Import Customer Support Executive

Company Profile

Morulaa Healthtech is a fast-growing technology company building AI-driven regulatory and compliance solutions, helping over 500+ global medical device and IVD manufacturers navigate complex regulatory pathways into India, the EU, the USA, and ASEAN markets. Our platforms and expert services help organizations automate document-heavy workflows and streamline market entry into high-growth regions.

Why This Role Exists

As Morulaa expands its client base of international medical device and IVD manufacturers exporting into India, seamless operational and client support becomes critical. We are seeking an energetic, detail-oriented Import Customer Support Executive (1-2 years experience) to bridge client communication, regulatory tracking, and supply chain/import clearance workflows.

In this role, you will act as a primary communication link between our global clients, internal regulatory consultants, and logistics/customs stakeholders. You will manage customer queries, track import registration milestones, assist with import documentation verification, and ensure an effortless client onboarding and post-approval support experience.

What You’ll Do

Client Communication & Account Support:

• Act as the direct customer-facing point of contact for international medical device importers and manufacturers, handling daily inquiries via email and phone calls with exceptional clarity and professionalism.
• Proactively provide regular status updates to clients regarding their Indian CDSCO import registration applications, shipment documentation, and query resolutions.

Import Documentation & Regulatory Support:

• Coordinate with clients to gather, verify, and track key import documentation, including Commercial Invoices, Packing Lists, Certificates of Analysis (CoA), Free Sale Certificates (FSC), and ISO 13485 certificates.
• Assist the regulatory team in verifying CDSCO Form MD-14/MD-15 import license application packages to ensure alignment with shipment documentation.

Logistics & Customs Coordination:

• Coordinate with customs brokers, freight forwarders, and logistics partners to track imported medical device/IVD consignments arriving at Indian ports.
• Assist in resolving operational delays, bill of entry queries, or import hold-ups by retrieving required technical/regulatory support documents swiftly.

Process Management & Issue Resolution:

• Log, track, and resolve client support tickets and operational escalations within defined response windows.
• Maintain precise, up-to-date digital client records, interaction logs, and document repositories across internal CRM and electronic document systems.

What You Bring

Education:

• Bachelor’s degree in Business Administration, Commerce, Supply Chain/Logistics, or a related field.
• Strong English-medium academic background with impeccable oral and written business communication skills.

Experience:

1-2 years of experience in Customer Support, Client Operations, Import/Export Coordination, or Account Management (experience in Healthcare, Pharmaceuticals, or Medical Devices is a strong plus).

Communication & Interpersonal Skills:

• Excellent verbal and written English communication skills with an articulate, polite, and persuasive phone/email manner.
• Ability to communicate complex process steps clearly to international clients across different time zones.

Core Competencies:

• Strong active listening, customer empathy, problem-solving, and conflict-resolution abilities.
• Exceptional time management, multi-tasking skills, and meticulous attention to detail under tight deadlines.

Nice-to-Haves

• Basic understanding of Indian CDSCO import procedures, Medical Device Rules (MDR) 2017, or custom clearance processes.
• Prior experience interacting with overseas clients (US, EU, APAC regions).
• Familiarity with logistics terms (Incoterms, Bill of Lading, Airway Bill, HS Codes).

Pay: ₹200,000.00 - ₹300,000.00 per year

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person