Customer Service Supervisor

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

Job Summary

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

Key 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.

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