Procurement Operations Specialist

About the Role

At IBM Finance & Operations, we drive efficiency, transparency, and smart decision-making across the business. Our teams provide insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth.

Role and Responsibilities

As a Procurement Operations Specialist, you will provide support for 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.

Your primary responsibilities will include:

• Provide Call Centre 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 behaviour when interacting with clients, providing professional call handling skills and meeting high-quality standards.

Requirements & Tech Stack

Technical and Professional Expertise

• Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
• Experience Working with Call Centres: 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.

Preferred Qualifications

• 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.