Title:  Procurement Operations & Client Service Desk - Consultant

Shift Timings (EMEA timezone): 11.30 am- 8.30 pm

Tasks and Responsibilities:
Operational:

• Provides first level support for Chain IQ clients, external procurement partners and third-party providers in line with agreed SLAs and KPIs, including enquiry response and resolution times.
• Maintains and documents client enquiries and resolution through ticketing solution per service catalogue. Escalates to level 2 IT support, Procurement head or other stakeholders as required.
• Maintains knowledge management system, client education material (e.g. how to guides) and operational process documents to ensure ongoing efficiency and effectiveness of process and client satisfaction.
• Is responsible for day-to-day operational process management and support of relevant operational and P2P processes (and others as required) to ensure clients’ accurate and timely ordering and receipt of goods and services (e.g. help desk queries, PR/PO or Goods Receiving assistance).
• Supports optimization and use of defined procurement processes, platforms and channels through end user education, supporting the roll out and expanded use of our P2P platform (e.g. testing, end user training, education and change management activities, supplier set up/on boarding etc.).
• Lead or support quality improvement initiatives in optimizing support process or system enhancement.
• Be fully aware of or support global and regional procurement and sourcing initiatives.
• Ensure timely completion of mandatory training.

Requirements:
Qualification:

• University degree or industry experience equivalent.
• Strong oral and written English (mandatory).

Experience:

•  Minimum 1-2 years’ experience in procurement support or CSD related function.
•  Helpdesk experience including usage of incident management systems.
•  Practical experience in Ariba P2P, MyShop platform or SAP MM Module.
•  Good problem-solving and influencing skills with a strong customer-service orientation.
•  Exposure / some experience to fundamentals of sourcing.