Customer Experience Lead — Packaging & Printing

TerraBarn Inc; Dasmariñas; On-site; PHP 600,000 - 900,000; Full time

Job summary

TerraBarn Inc in Dasmariñas, Cavite, Philippines, is seeking a Customer Experience Leader to coordinate Sales Orders, AR monitoring, and production updates between clients and TerraBarn’s manufacturing operations, creating a seamless service function for packaging and printing.

You will supervise the Customer Service team, manage end-to-end order processing, oversee collections in collaboration with Finance, and drive standards and SLAs while liaising with Production, Finance, and Key Account

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, or a related field.
• 4–5 years of experience in customer service, sales operations, or order management in manufacturing, printing, or packaging.
• Prior supervisory experience preferred.
• Familiarity with ERP/sales order systems and AR processes.

Responsibilities

• Supervise and manage the day-to-day operations of the Customer Service Associates and Sales Administrator.
• Oversee end-to-end Sales Order processing for accuracy and timeliness.
• Oversee Accounts Receivable monitoring and coordinate collections follow-up with Finance.
• Ensure timely, accurate client updates on production line status and schedules.
• Serve as the escalation point for client service issues, complaints, and urgent order concerns.
• Develop and monitor customer service standards, SLAs, and process improvements specific to the packaging/printing production cycle.
• Liaise with Production/Manufacturing, Finance, and Key Account Management to resolve order or delivery issues.
• Prepare regular customer service performance reports (order accuracy, AR aging, turnaround times) for the VP.
• Train and develop team members on customer service standards and systems.

Skills

Team leadership

Process orientation

Cross-functional coordination

Customer focus

Education

Bachelor's degree in Business Administration | Industrial Engineering

Tools

ERP/Sales Order Systems

Accounts Receivable Software

Job description

TerraBarn Inc in Dasmariñas, Cavite, Philippines, is seeking a Customer Experience Leader to coordinate Sales Orders, AR monitoring, and production updates between clients and TerraBarn’s manufacturing operations, creating a seamless service function for packaging and printing.

You will supervise the Customer Service team, manage end-to-end order processing, oversee collections in collaboration with Finance, and drive standards and SLAs while liaising with Production, Finance, and Key Account