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Procurement Support Specialist (Customer Service II)
JOB_REQUIREMENTS
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Overview:
Provides customer support by answering inquiries, troubleshooting issues, and processing orders. Prepares correspondence and ensures customer satisfaction. Applies commonly used concepts, practices, and procedures within a specific field. Works with moderate direction and can identify issues or problems, seeking guidance as needed.
This position typically represents a senior-level Customer Service Representative with extensive experience. The role includes handling complex customer account research, providing training, and mentoring other CS staff.
Responsibilities:
- Serve as the first point of contact for inquiries related to invoices, payments, and procurement processes, providing timely and accurate resolutions.
- Support the Procure-to-Pay (P2P) process by researching, reconciling, and resolving invoice discrepancies and payment delays.
- Utilize OpenInvoice and other company systems to track invoice status, investigate issues, and ensure prompt vendor payment.
- Collaborate with Procurement, Accounts Payable, and Operations teams to address vendor and internal department concerns.
- Provide training and guidance to internal users on procurement tools, workflows, and best practices.
- Review and maintain accurate records of all communications, transactions, and resolutions for audit and compliance purposes.
- Prepare and distribute status updates, reports, and correspondence to internal stakeholders as needed.
- Identify recurring issues or process gaps and recommend process improvements or training materials to enhance efficiency.
- Deliver excellent customer service through clear, professional, and empathetic communication with vendors and internal clients.
- Support other procurement or finance initiatives as assigned, ensuring alignment with company policies and deadlines.
- 3+ yrs. of Customer Service experience required.
- Open Invoice experience required.
- Accounts Payable experience required.
- Background in training and mentoring others
- Experience in invoice research and reconciliation
- Strong communication and interpersonal skills for interacting with procurement, finance, and operations teams
- High attention to detail and responsiveness
- Professionalism, patience, and empathy when handling frustrated vendors or colleagues
- Organized approach to documenting communications and resolutions
- Must be able to meet all conditional job offer requirements including background, and drug screening.
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