• Respond to employee and vendor inquiries regarding Buy Center and Procurement Tool related topics while achieving SLA metrics in a controlled manner.
• Process requisition and contract related transactions while achieving SLA metrics in a controlled manner.
• Process catalog maintenance requests while achieving SLA metrics in a controlled manner.
• Escalate issues where desk procedures are unclear in a timely manner.
• Recommend process or documentation improvements.
• Provide timely status and feedback to the management team.

• Handle all incoming helpdesk calls from the Client business and suppliers of a procurement system nature, being the prime contact for customer enquiries. Enquiries will include system issues requiring walkthroughs of the system
• Field incoming calls and document all issues, resolution & follow-up actions
• Provide consistent support to all customers
• Initiate follow-up calls
• Manage all incidents opened by the Customer Service Desk for end to end customer experience
• Coordinate with Level 2 teams for incident resolution
• Escalate customer issues as required to Supervisor
• Recommend updates to procedures and user guide to team lead
• Escalate any vendor disputes

• Handle all assigned requisitions for validation of purchasing classification code, General Ledger account code, item description, contract need and preferred vendor.
• Update purchasing classification or General Ledger account code when needed according to the guidelines in the provided desk procedures.
• Reject requisitions where item descriptions are unclear.
• Approve requisitions.
• Escalate requisition issues to Supervisor when needed in a timely manner.
• Recommend updates to procedures and user guide to team lead.

• Determine if a contract is required according to provided desk procedures
• Select and populate appropriate contract templates.
• Route and track contracts through the signature process.
• Upload contracts into contract database.

• Provide investigative support to the Accounts Payable for match issue resolution issues.
• Respond to PO status inquiries from employees.

• Skilled use of Procurement tools
• Strong understanding of the SLAs

• Meet appropriate SLAs for each activity.
• Identify opportunities to improve quality of operations.

• To provide high quality customer service to employees and vendors in response to email, telephone or fax enquiries

• Strong voice and customer care skills.
• Helpful and proactive manner, with a service orientation
• Drives issues to resolution and good problem-solving skills
• Good interpersonal skills
• Good administration skills
• Comfortable with responding to requests from all levels of the organization
• Ability to work effectively in a team environment

• Ideally a graduate with Business or Technology background
• Must be comfortable working with computers and quick at learning new software tools.
• Must have strong reasoning skills to be able to make subjective decisions.
• Good written and spoken Japanese skills
• Good read English Skills

• More than 1 years for BPO experience

现在申请

现在