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 Help Desk Customer Service Analyst-001-广州 |
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vicky
[博客]
[个人文集]
头衔: 海归上校
性别:  年龄: 44
加入时间: 2006/08/14
文章: 614
海归分: 99729
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作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Objectives of Role
To provide first line support for all users regarding queries and issues on procurement, and action simple requests
To provide purchase order administrative support (e.g. add vendors/prices/cost centres/modifications/cancellations to POs) and support to enable users to complete purchase transactions
To provide guidance and support to users on correct buying channels, and ensure procurement policies and procedures are adhered to
To follow up on late deliveries at the request of a user
To provide support to suppliers on connectivity issues and direct issues as appropriate
To manage P2P related supplier enquiries
Main Accountabilities
Operational Responsibilities
Handle all incoming helpdesk calls and electronic requests from the Client business and suppliers, being the prime contact for customer enquiries. Enquiries will include co-ordination of goods returns to vendors in case of incorrect or faulty goods, quality or quantity issues (the return itself will be performed by the user). Log complaints on suppliers and forward to supplier manager, if they need to be resolved with the supplier.
Handle late delivery and invoicing issues for agreed suppliers, general vendor calls (including single point of contact for agreed vendors). Handle query and dispute management for P2P supplier and Client enquiries and disputes. Use Remedy or Support works for call management providing users with estimated resolution timescales, and escalate issues that cannot be resolved with links to second level Client helpdesks in line with defined procedures.
Follow up solution status, close system log, and update end user.
Procurement transaction support will include user support and basic training relating to PO creation, amendments e.g. vendor information and pricing, cancellations and approvals; direction to users on use of correct buying channels, policies and procedures and related explanation, and communication of contact numbers. Escalate to solution adoption contact (onshore) if required. The co-ordination of goods returns will include associated credit processing as appropriate for all suppliers.
Manage PO exception process, guiding non-compliant users and suppliers in the correct process and taking action to resolve open issues, with escalation to Tactical Buying contact as appropriate.
Ensure that all subject matter content that is produced (eg. training materials and FAQ responses etc) has received Client approval.
Monitor and survey users regarding training effectiveness and ‘solution and process satisfaction’.
Commercial & Financial Responsibilities
Provide high quality helpdesk services to the Client , ensuring that contractual SLAs and service obligations are met for the work within scope of the role.
Identify opportunities to improve or enhance service delivery.
Dimensions
Flexible work hours
Role will not involve travel
Supports Client organisation, both on-shore and off-shore Tactical Sourcing Teams, Customer Relationship team and retained client P2P organisation
Core Competencies
Experience
4 – 5 years general business experience as a minimum, ideally with 1 – 2 years experience within a procurement environment eg. administrator or PO processor; or Customer Service or Call Centre background would be helpful requests from all levels of the organization
Ability to work effectively in a team environment
Technical Skills
Purchasing systems and processes, eProcurement
Other Expectations
Good interpersonal skills - professional and courteous
Ability to work well under pressure, and deal with difficult vendors
Very good communication skills, both verbal & written in English and Mandarin or Cantonese
Very Good problem solving skills
Cantonese Skill is necessary
作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Help Desk Customer Service Analyst-001-广州 -- vicky - (3839 Byte) 2007-11-29 周四, 16:07 (980 reads)
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