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Operations Buyer and Customer Assistance Center Agent (377617BR)

Customer Service





IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesThe Operations Buyer and Customer Assistance Center Agent is responsible for order fulfilment transactions, full buyer purchase order placement and for providing support for procurement applications, process related help requests to clients residing in multiple countries and across multiple platforms.Main Responsibility Areas:+ Review requisition requirements, create purchase orders from them+ Work efficiently with requester/client for additional information or any questions+ Working knowledge of different SAP applications and transactions+ Knowledge of all client specific processes and procedures+ Provide support in new supplier set up or extension+ Interface with clients and suppliers on payment issues+ Ensure audit readiness of all purchasing documents+ Work with Supplier manager and management+ Resolve blocked invoices+ Receive help requests from the client and suppliers and provide support in designated language(s)+ Follow call quality standards to conduct call+ If question, provide 'how do I' (walk through) application or status support+ If problem, gather all relevant problem information to be included in problem report generation and escalation to the appropriate Level2 contact+ Provide a follow-up call to the client with a status if the problem is not fixed within 48 business hours+ Create a call log for every help request during incoming call or upon email task id monitoring to insure accurate contact information is obtained and problem/question is accurately documented+ Consult knowledge database, teamroom for guidance in responding to clients questionsMain Contacts / ClientsSuppliers, Requesters from external client, Accounts payable, Management (Direct)ScopeParticipates as individual contributor to team. Most work carried out using work instructions. Performs and/or coordinates day-to-day activities to meet operational metrics of the team. Direct responsibilities for the ordering process. Decision making after gathering relevant information for solving the problems.Required Technical and Professional Expertise+ Apply strong oral and verbal communication skills+ Apply collaboration/teaming techniques+ Perform in matrix organization+ Perform time management+ Apply Knowledge of Data Analysis+ Apply Knowledge of Business Organization and Processes, Work instructions+ Apply Knowledge of Commodity Strategy+ Apply Business Control Requirements+ Apply customer satisfaction skills+ Apply client facing skillsSystem requirements:+ Lotus Notes, MS Office, SAP, Lotus notes based tools (Teamrooms, Task IDs), etc.Preferred Technical and Professional ExpertiseNone.About Business UnitThe IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM's financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.