Contact Center Specialist (Indirect Procurement)

General Overview

Functional Area:    SCM - Supply Chain Management        
Career Stream:    CMT - Commodity Management        
Role:    Specialist           
Job Title:    Commodity Management Specialist        
Job Code:    SPE-SCM-COMM        
Band:    Level 08               
Direct/Indirect Indicator:    Indirect

Summary

Provide contact center support for clients on Indirect Procurement
Interact with clients to provide and process information in response to inquiries, and requests for Indirect Procurement.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Interact directly with clients either by telephone or electronically (e.g. email and/or Chat)
• Obtain and evaluate all relevant information to respond promptly to client inquiries
• Investigate details of inquiries and apply problem solving skills to resolve case inquiries
• Perform client verifications
• Organize workflow to meet and exceed customer service level agreements (SLA’s)
• Maintain records of customer interactions and transactions, details of inquiries, and actions taken
• Communicate and coordinate with internal departments to assist in resolving cases
• Perform data updates in various systems based on requests
• Take independent action to gather ideas and gain consensus with cross-functional teams on process improvement recommendations.
• Support the reporting of Contact Centre and functional metrics including SLA compliance, turnaround time.
• Work closely with the commodity management teams, and other teams on functional initiatives and improvement.

Knowledge/Skills/Competencies

• Knowledge in Indirect Procurement process and experience working in a shared service organization will be an advantage
• Experience using email and other relevant common office computer applications required
• Experience in SAP / ERP systems, and CRM / Case management tool will be an advantage.
• Knowledge of customer service principles and practices
• Strong systems skills, including common office platforms such as MS Office and Access, along with have strong analytical skills.
• Knowledge of purchasing practices and procedures.
• Basic understanding of specific customer needs.
• Good communication, negotiation and presentation skills.
• Ability to handle multiple tasks while maintaining attention to detail and accuracy and working under tight time deadlines.
• Ability to evaluate, prioritize and problem solve a variety of tasks to ensure their timely and accurate completion.
• Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external customers.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Frequent overnight travel may be required.

Typical Experience

• six to eight years of relevant experience

Typical Education

• Bachelor's degree in related field (Commerce or Engineering), or consideration of an equivalent combination of education and experience.
• Educational requirements may vary by geography.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.