Procurement Operations Specialist
IBM · Posted Oct 26
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Finance & Operations supports the company's business transformation through efficiency, transparency, and decision-making. The Procurement Operations team provides support for procurement applications and processes, as well as accounts payable help requests for global procurement professionals and suppliers. This role serves as a single point of contact, handling calls and emails, documenting requests, troubleshooting issues, and escalating to Level 2 support when needed.
What you will do
- Provide Call Centre Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.
- Resolve Problems and Escalate: Gather relevant problem information, generate problem reports, and escalate to the appropriate Level 2 contact when necessary. Provide regular feedback to clients on the status of their tickets.
- Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
- Utilize Knowledge Database: Consult the knowledge database for guidance in responding to client questions, and apply knowledge of supported procurement applications to resolve issues.
- Deliver High-Quality Service: Demonstrate courteous and empathetic behaviour when interacting with clients, providing professional call handling skills and meeting high-quality standards.
Skills used in this role
What the employer is looking for
- Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
- Experience Working with Call Centres: Understanding of professional call handling skills, including clear communication, problem determination, and conflict resolution.
- Knowledge of Organizational Structure: Basic understanding of the organizational structure of global procurement and its relationships with internal clients and suppliers.
- Familiarity with Problem-Solving: Exposure to problem-solving techniques, including gathering relevant information, generating problem reports, and escalating issues to higher-level contacts.
- Basic Software Skills: Familiarity with software applications, such as Excel, and ability to effectively utilize knowledge databases for guidance.
Preferred qualifications
- Designated Language Skills: Proficiency in additional languages may be beneficial for effective communication with global clients and suppliers.
- Software Specific Skills: Familiarity with software applications beyond Excel, such as other Microsoft Office tools, may be advantageous in utilizing knowledge databases and resolving client queries.
- Procurement Application Knowledge: In-depth understanding of supported procurement applications and their functionality may enhance problem-solving capabilities and improve the quality of support provided to clients.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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