Customer Service Lead - Manufacturing & Packaging Ops

TerraBarn Inc.; Cavite City; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

HMO

Retirement Plan

Job summary

TerraBarn Inc. in Cavite City on-site is seeking an experienced Customer Experience Lead to coordinate Sales Orders, Accounts Receivable monitoring, and production updates between clients and TerraBarn’s manufacturing operations.

You will supervise a team of Customer Service Associates and Sales Administrators, drive order accuracy, monitor AR aging, and implement service standards and SLAs to support packaging and printing production cycles.

Qualifications

• Bachelor’s degree in Business Administration or Industrial Engineering.
• 4–5 years of experience in customer service, sales operations, or order management, ideally in manufacturing, printing, or packaging.

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

English language

Customer service

Problem solving

Team player

Organizational skills

Interpersonal skills

People skills

Call centre leadership

Team leadership

Education

Bachelor's degree in Business Administration

Bachelor's degree in Industrial Engineering

Tools

ERP systems

Job description

TerraBarn Inc. in Cavite City on-site is seeking an experienced Customer Experience Lead to coordinate Sales Orders, Accounts Receivable monitoring, and production updates between clients and TerraBarn’s manufacturing operations.

You will supervise a team of Customer Service Associates and Sales Administrators, drive order accuracy, monitor AR aging, and implement service standards and SLAs to support packaging and printing production cycles.