Procurement Helpdesk Specialist

Hybrid - Upon agreement between you and your supervisor, you are entitled to a flexible arrangement where you will be able to split your time between working from the office and working remotely.

The Procurement Helpdesk Specialist is responsible to support all our Ariba users remotely via a call center and ensure full resolution in compliance within agreed metrics and high level of quality and services aligned with cross-functional business objectives.

Main Roles & Responsibilities:

• Guide users in Ariba on how to create requisitions from catalog/ non-catalog, how to perform goods receipts and reconcile/approve invoices
• Will be collaborating with other functions such as Accounts Payables, Accounting and Procurement for guidance and resolution.
• Respond to calls and questions from users of Ariba Procure to Pay while ensuring user satisfaction.
• Research and escalate cases according to procedure (to be provided) and create Service Now ticket to the correct group if cannot resolve issue on the call
• Guide users towards training materials when possible and when needed.
• Track ticket progress and escalate as needed to ensure timely resolution within SLAs.
• Contacts vendors and follow up on existing orders to determine status of invoice submission on as needed basis.
• Assists in payment investigation in Ariba and in SAP.
• Follow up with requestors for missing GRs and clarify invoice issues with vendors as needed
• Follows up with vendors to ensure credit memos are received from supplier when products are returned or scrapped.
• Escalates issues to supervisor/manager for resolution, as deemed necessary.
• May occasionally support additional tasks such as vendor enablement on Ariba Network and vendor training.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
  
  
  

• Bachelor’s Degree in either Technical or Business field
• Good technical knowledge of sourcing and contracting process
• Experience with hands-on analysis
• Strong interpersonal, verbal and written communication skills.
• Customer focus
• 2-4 years of experience in procurement, helpdesk experience
• Proficient in at least one Incident Management System like ServiceNow.
• Prior Knowledge of Procurement and ERP system. SAP Ariba, SAP HANA is a plus