Operations Buyer & Tactical Buyer

IBM; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

IBM Bengaluru seeks a Procurement Operations Specialist to support procurement applications and accounts payable inquiries. You will be the single point of contact for global procurement professionals and suppliers, handling calls and emails with professionalism and accuracy.

Responsibilities include root-cause analysis, documenting issues, using knowledge databases, and providing timely feedback on ticket status. A Bachelor's degree and familiarity with Excel and IBM tools are expected.

Qualifications

• Experience in call center operations with professional handling
• Ability to determine root cause of system queries and document resolutions
• Familiarity with knowledge databases and applying guidance to client questions
• Understanding of procurement applications and accounts payable processes
• Proficient communication with internal clients and suppliers

Responsibilities

• Provide Call Center Support: handle calls and emails from IBM clients and suppliers with professional conduct
• Resolve Problems and Answer Questions: identify root causes and elevate when necessary; document resolutions
• Utilize Knowledge Database: refer to guidance for responses; apply knowledge to resolve issues
• Document and Track Issues: create and maintain a call log with accurate contact details
• Provide Regular Feedback: update clients on ticket status and resolution progress

Skills

Call center experience

Problem solving

Knowledge databases

Organizational knowledge

Communication

Education

Bachelor's Degree

Tools

Excel

IBM procurement tools

Accounts payable systems

Job description

Your Role and Responsibilities:

As a Procurement Operations Specialist, you will provide support for procurement applications and processes, as well as accounts payable help requests, serving as a single point of contact for global procurement professionals and suppliers. This role requires strong knowledge of IBM tools and processes, as well as the organizational structure of global procurement.

Your Primary Responsibilities Will Include:

• Provide Call Center Support: Respond to incoming calls and emails, handling help requests from IBM internal clients and suppliers, and providing high-quality standards of professional call handling.
• Resolve Problems and Answer Questions: Determine the root cause of system queries, provide solutions or elevate to Level 2 contact, and document problems and resolutions in a call log.
• Utilize Knowledge Database: Consult knowledge database for guidance in responding to client's questions, and apply knowledge of supported procurement applications to resolve issues.
• Document and Track Issues: Create a call log for every help request, ensuring accurate contact information and problem documentation.
• Provide Regular Feedback: Follow up with clients on the status of their tickets, providing timely updates and resolution.

Required Education:

Bachelor's Degree

Preferred Education:

Bachelor's Degree

Required Technical and Professional Expertise:

• Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
• Understanding of Organizational Structure: Knowledge of the organizational structure of global procurement, including roles and responsibilities.
• Experience Working with Call Centers: Exposure to call center operations, including professional call handling skills and protocols.
• Basic Problem-Solving Skills: Ability to determine the root cause of system queries and document problems and resolutions.
• Familiarity with Knowledge Databases: Exposure to knowledge databases and their application in resolving client queries.

Preferred Technical and Professional Experience:

• Designated Language Skills: Proficiency in designated language(s) to effectively communicate with global procurement professionals and suppliers.
• Software Specific Skills: Familiarity with software applications such as Excel to support procurement operations and data analysis.
• Coaching and Client Requirements: Knowledge of internal clients' requirements and coaching skills to provide personalized support and guidance.

Years of Experience:

4 - 5