The Resolution Center Analyst will be responsible for the execution and delivery of the customer service for all applicable markets in the Americas.
Scope of position includes handling and resolving internal and external stakeholder requests pertaining to procurement process, invoice process, and employee expense management.
Primary responsibilities for this position include, but are not limited to, the following :
Resolve customer queries in the areas of procurement, accounts payable and employee expense management inquiries, mainly via phone calls received at the contact center
Through daily problem resolution, identify and propose process improvement
Assist in communications with internal business customers
Collaborate with various MSD organizations to resolve process and / or technical issues across multiple ERP systems
Properly and effectively escalate issues that cannot be resolved real time
Ensure compliance with company policies and procedures and supports company mission, values and standards of ethics and integrity
Collaborate with various personnel to resolve reconciliation issues within system and / or vendor relationships
Effectively manage and prioritize workload efficiently and accurately while maintaining a positive customer service culture