Description
DESCRIPTIONThe Customer Service Representative will be responsible for assisting and supporting the Procurement Department end user community's use of marketplace tools such as Oracle iProcurement, Vinimaya and Coupa. The consultant will work directly under the Customer Service Manager.
Responsibilities:
- Receive calls from end users who have questions or are having issues with using marketplace tools.
- Act as the Tier 1 help resource and troubleshoot questions or issues in Real Time while on the phone with end users.
- Log tickets within the ticket management system in order to record, track and report on the issues being processed by the team.
- Liaison with Tier 2 technical and functional subject matter experts to discuss more complex issues that require additional levels of troubleshooting and investigation.
- Liaison with end users on a regular basis to let them know the status of their issues as well as the resolution once they have been resolved.
- Participate in daily, weekly and monthly system monitoring activities.
- Monitor and route requests sent to the general mailbox.
- Support deployment efforts of new products and technologies to the field by placing orders on behalf of field users.
- Associate degree is desirable
- Minimum 1-2 years of Customer Service or Operations experience is required
- Proficiency in Microsoft Excel and Word is required
- Knowledge of eProcurement tools such as Oracle eBusiness, Vinimaya, Coupa, etc. is a plus
- Understanding of customer management related concepts such as ticket management, SLAs, and response time
- Understanding of key electronic procurement related concepts such as catalogs, requisitions, purchase orders, and invoicing
- Good communication skills
- Ability to execute a large number of tasks simultaneously
SKILLS
Ability to execute a large number of tasks simultaneously. Ability to communicate effectively to end users, internal team members and all stakeholders. Ideally have an understanding of key electronic procurement related concepts such as catalogs, requisitions, purchase orders, invoicing, etc.
Synectics offers competitive salaries and a full suite of benefits. EOE.