Supports a high volume of inbound customer calls/ E-mails for Henry Ford Health’s Procurement to Payment (P 2 P) operation. Answers all internal and external customer order status inquiries and/or complaints (telephone, mail, web) as well as invoice payment status requests. Quickly analyzes customer concerns and needs while resolving a customer's issues. Researches and resolves issues; provides service in support of Henry Ford Health’s P 2 P operations; provides guidance to customers on the use of e. Procurement. Full working knowledge of Henry Ford Health’s P 2 P departmental procedures, processing, and system’s operating processes. Demonstrated commitment to customer service by ensuring superior results. This role will support and will be responsible for handling all inbound inquires including, but not limited to: backorders, overnight orders, order status, RTVs (Returns), invoice payment, and payment request status. This position will work closely with Procurement and Accounts Payable teams and leadership to achieve the expected high levels of customer service. PRINCIPLE DUTIES AND RESPONSIBILITIES: - Answers all internal and external customer order and invoice payment status inquiries (telephone, mail, web) regarding P 2 P operations. All incoming calls must follow the department call tracking policies and all call information is logged in the call center tracking system. - Supports a high volume of inbound customer calls; researches and resolves issues. Demonstrates established standards of commitment to customer service by following up on calls and ensuring superior results. Quickly analyzes customer concerns and needs while resolving customer's issue. - Counsels customers regarding the appropriate use of e. Procurement Requisitioning or invoice submission. Analyzes customer needs and refers to appropriate external resources (P 2 P Job Aids) to ensure orders and invoices are accurate within the prescribed processes of P 2 P. - Facilitates triaging of incoming requests to P 2 P Operations staff if unable to resolve within prescribed timeframe. - Identifies, researches, analyzes, and resolves complex customer complaints. - Maintains a working knowledge of Henry Ford Health P 2 P and Supply Chain Management Operations. - Consults with management to proactively resolve customer problems. Identifies discrepancies and recommends resolutions regarding P 2 P operations which impact customers. - Committed to continued professional development. EDUCATION/ EXPERIENCE REQUIRED: - High School Diploma or equivalent required. - Two years’ experience in healthcare Procurement or Accounts Payable is desired. - Knowledge of medical supply and commodity terminology is preferred. - Excellent communication skills, verbal and written. - Strong problem-solving skills with ability to research problems and present findings. - High level of attention to detail. - Ability to identify, investigate, analyze and resolve complex customer service issues. Strong organizational skills with a high level of self-motivation. - Must have demonstrated knowledge and use of appropriate applications: Excel, MS Office, Email, Fax, multi-line phone system and use of the web applications. ERP application knowledge is preferred. - Must be able to manage multiple work assignments under stress. Additional Information Organization: Corporate Services Department: SCM Procurement Shift: Day Job Union Code: Not Applicable