JOB SUMMARY
This position is responsible for providing customer service and support to Client teammates who manage the procurement of products and / or services used in dialysis facilities and business offices across the Village. The position also involves supporting the use of Client’s online order system (Oracle iProcurement and Coupa), along with assisting the Purchasing Department as needed.
SUPERVISORY RESPONSIBILITIES : No
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.
- Answer questions via phone, e-mail, or ServiceNow (CRM) platform; while staying in accordance with established department response times. Preform follow-up’s as necessary
- Document phone calls using ServiceNow (CRM)
oResolve or report on issues teammates may encounter with products, vendors, and / or the processing of purchase orders
oResolve or report on issues teammates may experience using the online order system (Oracle iProcurement)
oCommunicate with internal departments and / or vendors to resolve teammate account issues
oSupport and educate decentralized teammates on current processes and procedures as well as on-going changes
oAnalyze support-tracking data to identify trends, patterns, and issues related to general ordering or Oracle iProcurement; suggest solutions; notify management; implement corrective actions as approved
oMaintain and / or contribute to department information on Client’s intranet
Centralized OrderingAssistance with Oracle user testing; work with management to implement and roll out enhancements to the field organization and business officesAssist with a variety of purchasing team projects and tasks as assignedoAssist with supplier or product transitions as needed
Other duties and responsibilities as assigned include, but not limited to :oWork overtime with little or no notice, as needed
oAttend team meetings, phone conferences, and training, as needed
oKnow, understand, and follow teammate guidelines, employment policies, and department or company procedures
Consistent, regular, punctual attendance as scheduled is an essential responsibility of this positionMINIMUM QUALIFICATIONS
Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required.
Associated Degree or Technical Institution equivalent (required)Minimum of (2) years’ related experience in Customer Service (required)Supply / Sourcing / Purchasing experience in healthcare or multi-site company (strongly preferred)Intermediate computer skills and proficiency in MS Word, Excel, and Outlook (required)Intermediate proficiency with an online ordering system (required)ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION
Commitment to Client’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and / or vendors (Village Service Partners) in everyday performance and interactionsStrong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectivelyoDemonstrated ability to work well with cross-functional groups
oDemonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels of the company
oApproachable and open
oDemonstrated professionalism and courtesy in responding to phone calls and emails
Demonstrated proficiency in consultative skills when addressing inquiries from teammates or vendorsoStrong understanding of related business products
Demonstrated commitment to customer service; proactively communicate and respond promptly to teammate needsoDemonstrated ability to work in a team, facilitate effective team interactions, and to foster a positive work environment; willingness to assist teammates in order to achieve departmental goals
Demonstrated time management skills and ability to work independently, adjust priorities appropriately, and handle multiple priorities concurrently; self-starter with high degree of initiative, urgency, and follow throughDemonstrated strengths in organizational, attention-to-detail, follow-through, analytical, reasoning, critical thinking, and problem-solving skillsLANGUAGE SKILLS
Fluent in the written and verbal skills necessary to perform successfully the essential functions, duties, and responsibilities of the position; primary language of position is English.VISION REQUIREMENTS
Adequate vision to perform essential duties and responsibilities required of the position.PHYSICAL DEMANDS
Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following physical activities :Ability to lift minimum of 2 pounds to a maximum of 15 pounds unassisted; able to sit for extended periods of time with some standing, stooping, walking, stretching, reaching, lifting; moderate range of body motionsAbility to hear and interact by phone clearly and efficientlyAbility to use computer and all peripherals for extended periods of timeWORK ENVIRONMENT
Level III : Moderate noise (examples : business office with computers and printers, light traffic)No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions.Only those lawfully authorized to work in the designated country associated with the position will be considered.Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
