Supply Chain Rapid Response Analyst

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This position is the primary contact for employees and managers across customer base who need assistance beyond what is available through the normal Supply Chain channels (Procurement, Accounts Payable, Inventory/Materials Management, and Value Analysis). The incumbent will receive and respond to general customer inquiries related to Supply Chain programs and procedures through various customer channels including chat, calls and service requests. As part of the Supply Chain Rapid Response Center, the role functions as an advocate for the employee and manager to ensure our Services meet customer expectations.

MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, LICENSURE AND/OR EXPERIENCE:

1. High school diploma or equivalent and five years of experience in Supply Chain support, customer service or data management OR ;

Associate’s degree and three years of experience in Supply Chain support, customer service or data management OR ;

Bachelor’s degree and one year of experience in Supply Chain support, customer service or data management required.

PREFERRED QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent and five years of experience in multiple aspects of Supply Chain support i.e., purchasing, accounts payable, materials management, and value analysis) OR ;

Associate’s degree and three years of experience in multiple aspects of Supply Chain support i.e., purchasing, accounts payable, materials management, and value analysis) OR ;

Bachelor’s degree and one year of experience in multiple aspects of Supply Chain support i.e., purchasing, accounts payable, materials management, and value analysis).

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Responds to chats, calls and service requests from customers, managers and other Supply Chain team members in a timely manner with a customer focus and with the goal to resolve 90% of the inquiries on first contact.

2. Provide input and guidance to managers and customers regarding understanding of Supply Chain policies, procedures, forms and processes.

3. Identifies customer’s questions and requests and tracks key information and resolution of such.

4. Answer inquiries by clarifying desired information; research, locate and provide information.

5. Resolve problems by clarifying issues; research and explore answers, and alternative solutions; escalate unresolved problems to supervisor.

6. Coordinate other Supply Chain functional support activities as assigned by the manager.

7. Anticipate and responds to customer needs; follows up until needs are met. Maintains proactive contact with customers to ensure awareness of status until resolution.

8. Demonstrate collaborative and respectful behavior.

9. Partner with all team members to achieve goals.

10. Receptive to others’ ideas and opinions.

11. Assist in the training and coaching of less experienced team members.

12. Contribute to a positive work environment.

13. Demonstrate flexibility and willingness to change.

14. Identify opportunities to improve Supply Chain administrative processes.

15. Make appropriate decisions, using sound judgment.

16. Use resources efficiently.

17. Search for less costly ways of performing job functions.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sitting and standing for long periods of time.

2. Working on a computer..

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Normal office environment.

2. Must be able to work in a high stress environment as supply chain needs can be critical.

SKILLS AND ABILITIES:

1. Excellent customer service skills.

2. Ability to manage call volume and reduce the number of abandoned calls that may impact the department’s level of performance and metrics.

3. Familiarity with Supply Chain policies and procedures.

4. Strong oral and written communications skills necessary to interact diplomatically and tactfully with diverse groups of people.

5. Proficiency with Infor/Lawson and other computer applications as required. Ability to utilize search tools and knowledgebase tools to find relevant information.

6. Ability to consider multiple variables to determine proper course of action.

7. Exercise good judgment in handling sensitive and confidential information and situations.

Additional :

Remote

Full-Time

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

AHS LLC AHS LLC

Cost Center:

643 SYSTEM Procurement