Supplier Care Specialist

Specific Job Description

Key Accountabilities

Dimension

At the Procurement Manila Hub, we oversee end-to-end processes, spanning from Sourcing and Procurement to Accounts Payable. Our integrated functions include the Contact Center Team, Vendor Master Data, and Travel & Expense Support. With over 200 employees across multiple legal entities, we operate with various tools and ERPs, including Concur, Oracle, Ariba, and SAP.

Your Role

• Query Resolution Leadership: Take a leadership role in resolving internal and external queries. This includes processing complex questions and requests received from external vendors and internal customers through various channels such as P2P platforms, Procure4You Ticketing Tools, Cisco phone lines, chat, and Outlook emails. Ensure timely, accurate, and high-quality responses while adhering to established guidelines and work instructions.
• Specialized Expertise: Depending on your assigned role, you may focus on Accounts Payable, Purchasing, Travel & Expense topics, or a combination of these. Collaborate with cross-functional teams (Procurement Operations, Finance, Group PO, Stakeholders, etc.) to guarantee the timely and accurate resolution of all tickets. Take ownership of each transaction until it is successfully and accurately processed.
• Effective Communication: Maintain polite and helpful communication with customers, vendors, and colleagues. Ensure both verbal and written communication is efficient and effective, reflecting a high level of professionalism.
• Operational Tasks: Execute select operational tasks related to Accounts Payable, Purchasing, or Travel & Expense processes, while adhering to segregation of duties requirements. Ensure alignment with relevant work instructions and process guidelines.
• Continuous Improvement: Leverage your expertise to continually seek better ways of providing information to external vendors and internal customers, with a particular focus on enhancing the internal customer experience. This includes conducting customer-based performance reviews, identifying opportunities for knowledge article improvement, suggesting operational process enhancements, and contributing to team operations improvements.
• Escalation Management: Handle escalated issues and emergency processes, applying your expertise to resolve complex cases while maintaining timeliness and accuracy in responses.
• Operational Excellence: Occasionally, participate in operational calls and collaborate on additional projects, such as process excellence initiatives and audit preparation and response.
  
  

Candidate’s Profile

Education

• Bachelor’s/College Degree in Finance/Accounting or related courses
  
  

Work Experience

• Preferably 3-5 years work experience in Accounts Payables or Procurement Operations
• Experience working in a shared service centre preferred
• Experience in SAP, Oracle, & Ariba is preferred
• Experience user of ticketing tool (Sales Force; Service Now)
  
  

Job Specific Competencies & Skills

Functional & Interpersonal skills

• Very good customer focus/customer centricity
• Understanding of S2C and P2P processes is strongly preferred
• Sharp attention to detail
• Strong analytical and problem-solving skills.
• Meticulous and diligent attributes.
• Good knowledge in MS-Office
• Initiative and pro-active attitude
• Good communication skills