Friday, November 4, 2011

current Vacancy of Coordinating Procurement Specialist - S&D at IBM in India

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Coordinating Procurement Specialist - S&D

Job ID ISC-0443244
 Job type Full-time Regular

Work country India
 Posted 01-Nov-2011

Work city Bangalore
 Job area Operations (all other)

Travel No travel
 Job category Supply Chain

Business unit GlblProcurement
 Job role Procurement Professional

Job role skillset General
Commissionable/Sales-Incentive jobs only No

Job description

The Customer Assistance Center Agent is responsible for providing support for procurement application and process and accounts payable help requests (questions and problems). Receive help requests from customer’s internal clients and suppliers

Follow call quality standards to conduct call

Be courteous and empathetic to client (may be upset or angry)

Provide support in designated language(s)

Determine if request is procurement application and/or process question or problem

If question, provide ‘how do I’ (walk through) application or status support

If problem, gather all relevant problem information to be included in problem report generation and escalation to the appropriate level two contact

Provide a follow-up call to the client with a status if the problem is not fixed within 48 business hours

Create a call log for every help request during incoming call or upon email task id monitoring to insure accurate contact information is obtained and problem/question is accurately documented

Conduct problem determination for client’s question to determine appropriate answer or status

Conduct problem determination for client’s problem to determine appropriate escalation path for level two escalation

Consult knowledge database for guidance in responding to clients questions

Experienced knowledge of procurement applications supported

Working knowledge of SAP application (or alternative procurement) and transactions to support client/supplier help request
Knowledge of all client specific processes and procedures

Provide resolution to 1st-level how-to and how-do-I queries from clients while assisting with issues like password resets, problem resolution, etc.

Work with customer assistance center manager and team lead

Assume additional responsibility as directed by the TL / SME

Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

For Further information and apply online :

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