Customer Support Specialist

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.