Resolution Center Analyst
City Place, San Jose, Costa Rica
hace 4 días

Job Description

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.

Job description

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

  • Technical in Business Administration, Accounting or Finance (or currently studying)
  • Minimum of 4 -5 year of experience in Customer Service
  • Desirable 1 2 year Accounts Payable department of a multinational company.
  • High-level English from 85% to 100%
  • French and Portuguese Language are desirable
  • Skills Requirements
  • Demonstrated Customer Service focus
  • Ability to work independently and with a team in a fast-paced
  • Search Firm Representatives Please Read Carefully

    Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities.

    All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.

    No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

    Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

    Employee Status : Regular

    Relocation : No relocation

    VISA Sponsorship :

    Travel Requirements :

    Flexible Work Arrangements :

    Shift :

    Valid Driving License :

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