Procurement Professional

About the Role

At IBM Finance & Operations, you will support procurement applications and processes, as well as accounts payable help requests. This role serves as a single point of contact for global procurement professionals and suppliers, ensuring the procurement organization and client organization are well supported.

Key Responsibilities

• Provide Call Center Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.
• Resolve Problems and Escalate: Gather relevant problem information, generate problem reports, and escalate to the appropriate Level 2 contact when necessary. Provide regular feedback to clients on the status of their tickets.
• Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
• Utilize Knowledge Database: Consult the knowledge database for guidance in responding to client questions, and apply knowledge of supported procurement applications to resolve issues.
• Deliver High-Quality Service: Demonstrate courteous and empathetic behavior when interacting with clients, providing professional call handling skills and meeting high-quality standards.

Requirements & Tech Stack

• Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
• Experience Working with Call Centers: Understanding of professional call handling skills, including clear communication, problem determination, and conflict resolution.
• Knowledge of Organizational Structure: Basic understanding of the organizational structure of global procurement and its relationships with internal clients and suppliers.
• Familiarity with Problem-Solving: Exposure to problem-solving techniques, including gathering relevant information, generating problem reports, and escalating issues to higher-level contacts.
• Basic Software Skills: Familiarity with software applications, such as Excel, and ability to effectively utilize knowledge databases for guidance.

Qualifications

• Bachelor's Degree

Preferred Technical And Professional Experience:

• Designated Language Skills: Proficiency in additional languages may be beneficial for effective communication with global clients and suppliers.
• Software Specific Skills: Familiarity with software applications beyond Excel, such as other Microsoft Office tools, may be advantageous in utilizing knowledge databases and resolving client queries.
• Procurement Application Knowledge: In-depth understanding of supported procurement applications and their functionality may enhance problem-solving capabilities and improve the quality of support provided to clients.