This position is responsible for the resolution of escalated issues coming through the Tier I support team. The role is also responsible for managing the accounts payable for a specific group of suppliers that have been identified as key vendors.
The scope of the position includes supporting employee and vendor inquiries pertaining to procurement, payment, invoice and employee expense management processes across the Americas.
Handle employee and vendor queries received through email according to the internal SLA’s handled in the department. Ensure that cases are resolved within SLA
Proactively promotes and enroll vendors in the Direct Commerce Interface portal (DCI). Identify common trends between assigned suppliers to implement efficiencies
Through daily problem resolution, identify and propose process improvement
Complete the quality assurance process
Manage escalations & follow up issues that are addressed to the Resolution Center Team.
Manage & perform the monthly account reconciliations of the preferred vendor’s assigned (Account Management).
Assist in taking calls received at the Resolution Center to resolve vendor / employee queries (when required)
Generate weekly report with all the open cases. Perform constant follow up with every StS Work stream of past due cases.
Complete and generate the daily & monthly KPI’s for the department.
Education and Experience