Location: Alabang / ONSITE
Schedule: US TIME
We are seeking a detail-oriented and proactive 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.
Qualifications
- 1 to 3 years of relevant experience if the person must independently manage bids and pricing updates.
- Strong proficiency in Microsoft Excel (comfortable with formulas, data entry, sorting/filtering, and managing large datasets).
- Proficiency in English and experience working with US based customer service and sales teams.
- Pricing knowledge: Require basic understanding of supplier cost, selling price, markup versus margin, and percentage changes.
- Include ability to work accurately with SKUs, units of measure, MOQs, lead times, shelf life, and country of origin.
- Experience with ERP/CRM and quotation-system experience is a must.
- Netsuite experience is preferred
- Excellent attention to detail and accuracy when working with numerical and product data.
- Strong written and verbal communication skills.
- Ability to manage multiple tasks and deadlines in a fast-paced environment.