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.