Procurement Buyer

RRD Global Delivery Centers; Chennai District; On-site; INR 420,000 - 720,000; Full time

Job summary

RRD Global Delivery Centers in Chennai seeks a Procurement Helpdesk Analyst to be the primary contact for internal stakeholders, delivering first-line support for P2P inquiries, system issues, and policy questions. You will log and resolve tickets, guide users on procurement policies, and escalate complex issues to specialist teams while adhering to SLAs.

The role requires 3–6 years in a customer service or back-office function, with basic procurement knowledge and ERP familiarity, plus

Qualifications

• Bachelor’s degree in any discipline is required.
• 3–6 years of professional experience in customer service, helpdesk, or back-office roles.
• Experience in Procurement Operations or Accounts Payable preferred.
• Familiarity with ERP systems (SAP/Ariba) and procurement processes.

Responsibilities

• Stakeholder support and issue resolution; front-line support for P2P inquiries, PO status, and vendor procedures.
• Ticket management: log, track, categorize, and resolve queries within SLAs.
• Provide guidance on procurement policies, SOPs, and internal controls.

Skills

Procurement Knowledge

ERP Familiarity

Software Skills

Data Management

Education

Bachelor's Degree

Job description

About us: RRD GO Creative™, with more than three decades of expertise in business communications, marketing solutions, and digital productivity solutions, we successfully help reimagine customer experiences for companies. Our three pillars of Global Brand Solutions, Smart Work Solutions, and Technology & Innovation Services transform the way businesses work for customers, building strong brand loyalty.

Our 8,000 experts in 42 locations work across various industries to co-create a future-ready business landscape. We adopt a consultative approach to digitizing every aspect of the Customer Journey so you can effectively translate a strategic vision of expansion and efficiency into a superior Customer Experience. We help you effectively address customer needs so you can make Customer Experience your competitive differentiator.

About the Role

The Procurement Helpdesk Analyst serves as the primary point of contact for internal stakeholders, providing efficient and accurate first-line support and resolution for all Procure-to-Pay (P2P) process inquiries, system issues, and policy questions. This role ensures internal customer satisfaction by delivering timely guidance and escalating complex issues to the appropriate functional teams.

Responsibilities

• A. Stakeholder Support and Issue Resolution:
• Front-line Support: Serve as the first point of contact for internal requestors, approvers, and budget owners regarding P2P process inquiries, including requisition creation, Purchase Order (PO) status, and vendor management procedures.
• Ticket Management: Log, track, categorize, and resolve all incoming procurement queries (via email, phone, or ticketing system) within defined Service Level Agreements (SLAs).
• Process Guidance: Provide clear, professional guidance to stakeholders on adherence to procurement policies, internal controls, and standard operating procedures (SOPs).
• System Assistance: Offer basic troubleshooting and navigational support for procurement-related systems, including the ERP (SAP/Ariba) and internal request platforms.
• Issue Escalation: Accurately identify and escalate complex or technical issues (e.g., system errors, complex policy exceptions, vendor onboarding roadblocks) to the relevant specialist teams (e.g., POE, Sourcing, AP Finance).
• B. Data Integrity, Maintenance, and Reporting:
• Knowledge Base Maintenance: Contribute to the development and maintenance of an updated Frequently Asked Questions (FAQ) repository, internal process documentation, and user guides.
• Reporting Support: Assist in gathering data for helpdesk performance reports, analyzing ticket volumes, resolution times, and identifying recurring support themes to suggest process improvements.

Qualifications

• Education: A Bachelor’s Degree (in any discipline) is required.
• Experience: 3 to 6 years of professional experience in a customer service, helpdesk, or back-office function, ideally within Procurement Operations or Accounts Payable.

Required Skills

• Procurement Knowledge: Basic foundational knowledge of the end-to-end Procure-to-Pay cycle.
• ERP Familiarity: Basic exposure to Enterprise Resource Planning (ERP) systems (SAP or Ariba preferred) and an understanding of how to retrieve basic transactional information.
• Software Skills: Proficiency in Google Workspace (Docs, Sheets) and experience using a ticketing system (e.g., ServiceNow, Zendesk) is highly advantageous.
• Data Management: Strong organizational skills and attention to detail necessary for accurate logging and tracking of support requests.

Preferred Skills

• Communication: Excellent verbal and written communication skills, with a patient, service-oriented approach necessary for effective stakeholder interaction.
• Problem-Solving: Basic analytical and problem-solving skills to diagnose and resolve common user issues efficiently.
• Customer Focus: A strong dedication to providing high-quality support and ensuring a positive user experience.