General Overview

Functional Area: SCM - Supply Chain Management
Career Stream: CMT - Commodity Management
Role: Associate
Job Title: Commodity Management Associate
Job Code: ASS-SCM-COMM
Band: Level 06
Direct/Indirect Indicator: Indirect

Summary

Provide contact center support for clients on SCM and AP services
Interact with clients to provide and process information in response to inquiries, and requests

Detailed Description

Performs tasks such as, but not limited to, the following:

Interact directly with clients either by telephone or electronically (e.g. email and/or Chat)
Obtain and evaluate all relevant information to respond promptly to client inquiries
Investigate details of inquiries and apply problem solving skills to resolve case inquiries
Perform client verifications
Organize workflow to meet and exceed customer service level agreements (SLA's)
Maintain records of customer interactions and transactions, details of inquiries, and actions taken
Communicate and coordinate with internal departments to assist in resolving cases
Perform data updates in various systems based on requests
Take independent action to gather ideas and gain consensus with cross-functional teams on process improvement recommendations.
Support the reporting of Contact Centre and functional metrics including SLA compliance, turnaround time.
Work closely with the commodity management teams, and other teams on functional initiatives and improvement.

Knowledge/Skills/Competencies

Experience using email and other relevant common office computer applications required
Knowledge in Supply Chain data, Account Payables and Indirect Procurement process and experience working in a shared service organization will be an advantage
Experience in SAP / ERP systems, and CRM / Case management tool will be an advantage.
Knowledge of customer service principles and practices
Strong systems skills, including common office platforms such as MS Office and Access, along with have strong analytical skills.
Knowledge of purchasing practices and procedures.
Basic understanding of specific customer needs.
Good communication, negotiation and presentation skills.
Ability to handle multiple tasks while maintaining attention to detail and accuracy and working under tight time deadlines.
Ability to evaluate, prioritize and problem solve a variety of tasks to ensure their timely and accurate completion.
Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external customers.

Physical Demands

Duties of this position are performed in a normal office environment.
Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
Occasional overnight travel may be required

Typical Experience

Zero to threeyears of relevant experience

Typical Education

Bachelor's degree in related field (Commerce or Engineering), or consideration of an equivalent combination of education and experience.
Educational requirements may vary by geography.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.