Customer Service Supervisor

Private Advertiser; Dasmariñas; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Private Advertiser in Dasmariñas, Cavite is seeking a senior Customer Experience Operations lead to supervise the Customer Service team, manage sales order accuracy, monitor accounts receivable, and provide production updates between clients and manufacturing operations in a packaging and printing environment.

You will drive process improvements, set SLAs, coordinate with Production, Finance, and Key Account Management, and develop performance reports for the VP.

Qualifications

• Bachelor’s degree in business, engineering, or related field.
• 4–5 years in customer service, sales ops, or order management in manufacturing/packaging.
• Prior supervisory experience preferred.
• Familiarity with ERP/sales order systems and AR processes.

Responsibilities

• Supervise day-to-day operations of Customer Service Associates and Sales Administrator.
• Oversee end-to-end Sales Order processing for accuracy and timeliness.
• Oversee AR monitoring and coordinate collections with Finance.
• Provide timely client updates on production line status and schedules.
• Serve as escalation point for client service issues and urgent order concerns.
• Develop and monitor customer service standards, SLAs, and process improvements.
• Train and develop team members on customer service standards and systems.

Skills

Team leadership

Process orientation

Cross-functional coordination

Customer focus

Problem-solving

Education

Bachelor’s degree in Business Administration, Industrial Engineering, or related field

Tools

ERP systems

Sales Order systems

Job description

Job Summary

Leads the Customer Experience team, ensuring seamless coordination of Sales Orders, Accounts Receivable monitoring, and production updates between clients and manufacturing operations — an upgraded customer service function purpose-built for the packaging and printing business.

Key Responsibilities

Customer Experience Operations

• 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 and accurate client updates on production line status and schedules.

• Serve as the escalation point for client service issues, complaints, and urgent order concerns.

Process Improvement

• Develop and monitor customer service standards, SLAs, and process improvements specific to the packaging and printing production cycle.

• Liaise with Production/Manufacturing, Finance, and Key Account Management to resolve order or delivery issues.

• Prepare regular customer service performance reports, including order accuracy, AR aging, and turnaround times, for the VP.

• Train and develop team members on customer service standards and systems.

Minimum 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, ideally in manufacturing, printing, or packaging.

• Prior supervisory experience preferred.

• Familiarity with ERP/sales order systems and Accounts Receivable processes.

Core Competencies

• Team leadership

• Process orientation

• Problem-solving

• Cross-functional coordination

• Customer focus