Customer Support Specialist

Krayden, Inc.; Muntinlupa; On-site; PHP 240,000 - 320,000; Full time

Benefits offered by this job

Structured training and onboarding

Job summary

Krayden, Inc. seeks a detail-oriented Entry-Level Customer Service Support Specialist to support bulk bid submissions and pricing coordination from our Manila team.

The role involves preparing large Excel bids, populating SKU data, and coordinating with sales, procurement, and US-based customer service. Strong Excel skills and clear written communication are essential.

Qualifications

• Efficiency in Excel for data review, validation, and spreadsheet management.
• Strong attention to detail to identify discrepancies and ensure data accuracy.
• Organized and able to manage multiple tasks with deadlines.
• Professional written communication with external sellers, vendors, and stakeholders.

Responsibilities

• Assist in preparing and maintaining large Excel spreadsheets for bulk bid submissions.
• Populate SKU-level data: unit cost, lead times, shelf life, origin.
• Coordinate with sales and internal teams to verify bid approach and details.
• Review bid spreadsheets for completeness before submission deadlines.
• Track bid timelines and follow up to collect information on schedule.
• Support pricing coordination and update quotes when supplier costs change.
• Communicate price changes or no-change notices to sales and customer service.
• Maintain records of customer-specific costs and pricing history.
• Flag discrepancies to stakeholders for review.

Skills

Excel proficiency

Attention to detail

Organizational skills

Time management

Written communication

Independent work

Phone communication

Tools

Netsuite

Job description

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
• 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.