Procurement Operations Specialist

About IBM

IBM has been a significant presence in India since 1992, offering solutions and services across major industries including financial services, healthcare, government, automotive, telecommunications, and education. As a trusted partner, IBM India assists clients in navigating challenging circumstances and achieving success. With a presence in over 200 cities, IBM India is a recognized leader in the Indian IT industry, continuously adapting to global markets. The company is widely acknowledged as an employer of choice, holding numerous awards for its leading employment practices. IBM India's comprehensive portfolio, encompassing research, consulting, solutions, services, systems, and software, uniquely positions it within the industry. The company fosters continuous learning, career development, and a culture that values diverse perspectives.

About the Role

Within IBM Finance & Operations, this role is crucial for driving efficiency, transparency, and informed decision-making across the organization. The team provides essential insights and discipline to guide strategy, ensure financial stability, and support IBM's investment in innovation and growth. This position involves combining analytical capabilities with collaboration and curiosity, partnering with colleagues globally. You will leverage data, technology, and process excellence to develop solutions that enhance performance and deliver tangible impact. Join a global team that propels IBM forward while building your career in a dynamic and evolving environment.

Key Responsibilities

• Provide comprehensive call center support by responding to incoming calls and emails, delivering high-quality assistance, and resolving queries related to procurement tools and processes.
• Effectively receive and meticulously document help requests from both IBM internal clients and external suppliers.
• Apply problem-solving skills to identify the root causes of system issues, offering solutions or escalating to Level 2 support as necessary.
• Gather pertinent problem details and generate detailed problem reports.
• Maintain meticulous records by creating a call log for every help request, ensuring accurate contact information is captured and all problems/questions are thoroughly documented.
• Consult the knowledge database for guidance when responding to client inquiries and leverage knowledge of supported procurement applications.
• Provide regular status updates to clients on their open tickets, ensuring timely resolution and diligent follow-up.

Additional Information

This role offers exposure to various procurement tools and processes, including IBM's specific procurement applications and accounts payable systems. Experience working in a call center environment, with professional call handling skills and a focus on high-quality client support, is beneficial. A foundational understanding of problem-solving methodologies, including gathering information and escalating issues, is expected. Proficiency in data entry and maintaining accurate records, such as call logs and client interaction documentation, is important. Familiarity with utilizing knowledge databases for guidance in resolving client queries is also advantageous. Proficiency in additional languages may be beneficial for global communication. Skills in software applications like Excel for data analysis and record-keeping are useful. Understanding internal client requirements and possessing coaching skills can enhance the ability to provide tailored support.