Chain IQ is an independent, global service company providing strategic, tactical and operational procurement for its clients.
Chain IQ operates from its main centers Zurich (headquarters), New York, London, Singapore, Mumbai and Bucharest and is currently servicing more than 20 countries (including Germany, China, Hong Kong, Japan and Australia).
Chain IQ is growing! In order to provide our clients continuously with an excellent service, we want to further strengthen our team in Zurich-Altstetten and are therefore looking for you!
Operational Procurement & Client Service Desk - Consultant
Main responsibilities will include : Supporting the Head of Operational Procurement & Client Service Desk and Regional Operational Procurement & Client Service Desk Team Leads to challenge onshore functions to ensure optimal use of Operational Procurement & Client Service Desk systems and capabilities
Your responsibilities :
Service delivery, namely :
first level support for internal business partners, external procurement partners and third-party providers in line with agreed SLAs, OLAs, KPIs, including response and resolution times
handling, maintenance and documentation of client requests, queries and resolution through their ticketing solution against a defined service catalogue.
maintenance of knowledge management systems and client education material (e.g. how to’ guides) to ensure ongoing efficiency and effectiveness of process and client satisfaction
day-to-day operational process management and support of relevant operational and P2P processes to ensure accurate and timely ordering and receipt of goods and services (e.
g. supplier on-boarding, catalogue management / maintenance, other master data management / maintenance, help desk queries (voice and written), PR / PO processing and assistance etc.)
optimized and compliant use of defined procurement processes, platforms and channels through continuous improvement (supported by in-house process excellence resources), end user education, P2P platform roll-out / expansion / enhancement (including data / gap analysis, testing, end user training and change management)
Providing expert input across a range of P2P process and system issues, solutions and strategy as required, e.g. to support existing client service expansion / enhancement or new client integration / implementation
Ensuring functional KPIs and SLAs
Your profile :
Proven successful track record in a similar role
Good understanding of Operational Procurement, Helpdesk and P2P platforms, processes and best practice (Coupa expertise desirable but not essential)
Good problem-solving skills with a strong customer-service orientation
Gravitas and influencing skills to impact at all organizational levels
Ability to drive performance and continuous improvement
Excellent English written and verbal communication skills