Query Handling Analyst
H.B. Fuller
Tres Ríos, Provincia de Cartago
hace 5 días

Responsible for providing a professional and consistent end-to-end Purchase to Pay advisory service to Internal Customers and External Suppliers on Purchase to Pay related queries.

Act as first point of contact for the above mentioned areas resolving queries and / or diagnosing what will enable resolution of the customer query to agreed service levels.

Responsabilities

  • Provide expert advice to resolve incoming queries either by phone or email, diagnosing a solution / response through use of expert knowledge and reference to knowledge bases as per agreed service levels.
  • Assist with invoice detail related to a received payment in certain date.
  • Assist with information related to invoice status for payment.
  • Assist with issuance of payment remittance notice.
  • Assist with issuance of Tax Exemption Certificate and Tax Withholding Certificate for Vendor’s payments.
  • Log all calls and emails using the helpdesk Tracking tool.
  • Implement and follow through any changes to agreed standards and timescales.
  • Escalate more complex / handoff queries to the relevant process team in Purchase to Pay as necessary.
  • Generation and follow up of Query Handling weekly defined KPI’s to measure and improve processes.
  • Customer Service - Maintain a high degree of customer service to vendors and internal H.B. Fuller employees utilizing the department’s services.
  • GRIR reconciliation and follow up.
  • Internal :

  • Accounts Payable, General Ledger, Treasury, HR, Management, Operations, Sales, IT, Internal Audit, Regional Sourcing, Employees.
  • External :
  • Vendors.
  • Vendors.
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