Customer Support Specialist

Krayden, Inc.; Muntinlupa; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Structured training

Exposure to international operations

Career development opportunities

Job summary

Krayden, Inc. in Manila, Philippines, is seeking an Entry-Level Customer Service Support Specialist to assist with bulk bid processes and customer-specific pricing coordination.

The role focuses on accurate SKU data, cross-team communication, and maintaining pricing records for major customers, including airlines. The ideal candidate is detail-oriented, proficient in Excel, and able to collaborate with the sales team and US-based customer service.

Qualifications

• Proficient in Excel with data validation, reconciliation and spreadsheet management.
• Highly organized with strong time management and ability to meet deadlines.
• Excellent written communication with external sellers and internal teams.
• Ability to build positive working relationships with vendors and partners.
• Comfortable occasional phone calls to clarify information and resolve issues.
• Proactive in following up on outstanding items and timelines.
• Able to work independently with minimal supervision while maintaining accuracy.
• ERP system experience; Netsuite a plus.

Responsibilities

• Assist in preparing and maintaining large Excel spreadsheets for bulk bid submissions with SKU-level details.
• Coordinate with sourcing, procurement and product teams to verify bids and details.
• Track bid timelines and ensure information is collected on schedule.
• Generate updated price quotes when supplier costs change and communicate pricing impact.
• Maintain records of customer-specific costs and pricing history.
• Respond promptly to internal pricing clarification requests and flag discrepancies.

Skills

Excel proficiency

Attention to detail

Organization & time management

Data review & validation

Professional written communication

Relationship building

Phone communications

Problem solving

Independent work

ERP knowledge

Tools

Netsuite

Job description

About the Role

We are seeking a detail-oriented and proactive Entry‑Level Customer Service Support Specialist to join our Manila‑based team. This role plays a critical part in supporting two key areas of our business: large‑scale bulk bid processes for major customers (primarily airlines) and customer‑specific pricing coordination. The ideal candidate is highly organized, comfortable working in Excel, and able to communicate clearly across internal teams, including sales and US‑based customer service.

Key Responsibilities

1. Bulk Bid Process Support (Long-Term Contracts)

• Assist in preparing and maintaining large Excel spreadsheets used in bulk bid submissions for major customers, primarily airlines, for long‑term supply contracts.
• Populate spreadsheets with detailed SKU‑level information, including but not limited to:
• Unit cost
• Lead times
• Minimum order quantities (MOQs)
• Shelf life
• Country of origin
• Manage and organize data across bids that may include hundreds of individual SKUs, ensuring accuracy and consistency throughout.
• Work with sales team to verify bid approach (all sku's, some sku's, limited sku's)
• Coordinate with internal departments (sourcing, procurement, product teams) to gather and verify SKU‑specific details as needed.
• Review completed bid spreadsheets for completeness and accuracy prior to submission deadlines.
• Track bid timelines and follow up internally to ensure information is collected on schedule.

2. Customer‑Specific Cost & Pricing Coordination

• Support the communication process between suppliers, the sales team, and the US‑based customer service team when a supplier cost change occurs for a customer‑specific SKU for which we have special pricing.
• Generate updated price quotes reflecting new supplier costs and calculate resulting impacts to customer pricing.
• Prepare and distribute internal quote notifications to the sales and customer service teams, clearly indicating:
• Whether the customer price is changing (and the new price), or
• That the customer price will remain unchanged despite the supplier cost update
• Maintain accurate and up‑to‑date records of customer‑specific costs and pricing history for reference.
• Respond promptly to internal requests for pricing clarification related to specific SKUs or customers.
• Flag any discrepancies or unusual cost changes to the appropriate internal stakeholders for review.

Qualification / Job Requirements

• Efficiency in Microsoft Excel, including data review, validation, reconciliation, and spreadsheet management.
• Exceptional attention to detail with the ability to identify discrepancies and ensure data accuracy.
• Strong organizational and time management skills with the ability to manage multiple tasks and meet strict deadlines.
• Experience reviewing and maintaining large volumes of data while ensuring data integrity and compliance with established processes.
• Professional written communication skills with the ability to effectively correspond with external sellers, vendors, and stakeholders through email.
• Ability to build and maintain positive working relationships with sellers and business partners.
• Comfortable conducting occasional phone calls to clarify information, resolve issues, and support business requirements.
• Strong problem‑solving skills and a proactive approach to following up on outstanding items and meeting timelines.
• Ability to work independently with minimal supervision while maintaining a high level of accuracy and productivity.
• ERP system experience. Netsuite is a plus!

What We Offer

• Structured training and onboarding to support your growth in the role.
• Exposure to international business operations.
• Opportunities for career development within customer service and account support functions.

Schedule & Holiday Requirements

• Must be comfortable working hours that overlap with US business hours (Denver Time between: 6:00 AM–5:00 PM or PH Time between 8:00PM - 7:00AM)
• Willing to work during Philippine holidays and provide support during US holidays, as business needs require.
• Schedule flexibility is required to support US‑based operations.