Internship: P2P Business Support SME
Roche
Escazu, COSTA RICA
hace 6 días
source : Wizbii
  • Job facts
  • Maintain Roche's high standards of service to existing and prospective internal customers and to promote the professional reputation of the Department delivering P2P support activities for Procurement to Pay modules.
  • As well as related Master Data processes.

  • Execute the day-to-day activities according to the agreed service level in the P2P business support field and in compliance with the SOPs of the respective business sub-process.
  • Follow instructions in timely manner regarding daily work coordination
  • Responsible for managing incoming and ongoing phone calls based on the predefined SLAs and procedures
  • Contribute continuously to performance improvement of the Shared Service Center
  • Provide support on system related questions, trainings, consultancy services on existing functionalities of the system for P2P End-users and colleagues
  • Provide support primarily by phone and ticketing / e-mail for SAP SRM related queries coming from Indirect Procurement End Users
  • Create / maintain and follow up on cases / tickets with adequate quality and in timely manner same day when possible - in order to achieve the best response and end-to-end resolution time
  • Proceed with role ownership tickets in timely manner according to the guidelines
  • Liaise between other groups and the business, by reviewing feedback related incidents and sharing the knowledge and instructions with the Requestor on the adequate level
  • Maintaining SOPs, annexes and training materials.
  • Prepare and share knowledge base documents in timely manner.
  • Delivering process training to the end users as needed.
  • Complete ad-hoc reporting activities, pro-actively practice the available and required tool sets.
  • Work on the regular and ad-hoc monitoring activities and apply fixes regularly.
  • Initiate clear email / phone communications with the respective contacts
  • Maintain Portal notifications in timely manner by following the procedure and involve IT when needed
  • Contribute to a proper availability planning within the Team by discussing planned holiday / training schedule in advance
  • Contribute continuously to the implementation of new tasks and responsibilities coming to the SSC
  • Contribute with Reporting, KPIs and Metrics to support Team Leader
  • Contribute with ideas to make the knowledge for the team stronger.
  • Work on create a better communication within the P2P Support Team and IT Team for issue resolution and process alignment.
  • Work of first level escalations together with the Team Leader.
  • Qualifications

  • A solid understanding of the procure to pay end to end process.
  • Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines
  • Demonstrated communication skills with a focus on customer service
  • Ensuring high quality of day-to-day activities within SLA and with full compliance of local, corporate and audit requirements
  • Support the process improvement and best practice implementations
  • Maintain Excellent Key Performance Indicators and takes care of internal operation improvements
  • Support the department's operational topics in collaboration with direct reports and peers
  • Oversees and manages operational and statistical performance indicators.
  • Experience in supplier relationship management
  • Basic understand of procurement support
  • Familiarity with ticketing tools
  • Good numerical and analytical skills
  • Good time management (high sense of urgency)
  • Language : English & Spanish required, Portuguese a plus
  • College or University degree in finance, informatics, business administration or economics
  • Experience

    3+ years' experience in operational procurement support role.

    3+ years Procurement related experience

    3+ SAP (or ERP) experience

    2+ years ticketing tool experience

    1+ years Accounts Payable / Invoice to pay experience.

    3+ years Capability experience

    3+ years Customer Service Experience

    Prior experience in Shared Service or Customer Service Centre in a support function is a plus.

    MS Office knowledge.

    Demonstrated problem solving skills.

    Excellent communication skills to varied stakeholder audiences.

    Team player with demonstrated strong interpersonal skills.

    Service orientation.

    Precise, focused working mode.

    Strong collaborator in a multi-cultural environment.

    Roche is an equal opportunity employer.

    Procurement, Procurement >

    Operational & Transactional Procurement

  • Who we are
  • At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups.

    Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

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