Requisitions to Pay Support Specialist

Source to Pay Specialist

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Global Head of Operations and Enablement

Locatie:

Latin America, Colombia, Distrito Capital de Bogota, Bogota

Werklocatie:

Hybride

Wat je gaat doen

The Source to Pay Specialist is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat. Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization. A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement.

Key Responsibilities

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, and chat.
• Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.
• Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.
• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.
• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.
• Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.
• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.
• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.
• Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as Invoice Processing, Payments, etc.
• Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.
• Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.
• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.
• Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.
• Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.
• Ability to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.

What We Are Looking For

Required Qualifications

• 2+ years of experience in Shared Services or Customer Service role or equivalent experience.
• Strong knowledge of Source to Pay processes, policies, and regulations. 
• A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction. 
• Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. 
• Excellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries.  
• Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues. 
• Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism. 
• Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment. 
• Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions. 
• Demonstrates trustworthiness and discretion in securing and maintaining confidential information. Exhibits professionalism and exercises sound judgment. Understands the short-term and long-term implications of decisions and actions. 
• Strong interpersonal skills, fostering effective collaboration as part of a diverse team to achieve common goals. 
• Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge. 
• Thrives in a fast-paced, self-directed team-based environment, delivering results with efficiency and accuracy. 
• Willingness to work in a shift-based schedule, including mornings, evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment. 

Desired Qualifications

• Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)    
• Strong preference will be given for multi-lingual speakers including English, Chinese, Japanese, Spanish, Portuguese, German, French, Italian, etc.
• Understanding of shared service and contact center operations  
• Experience with service center technologies and processes  
• Experience in training delivery and quality assurance is highly desirable. 
• Strong knowledge of workforce management principles and practices. 

What’s In It For You

• Competitive Benefit Package
• Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
• Learning & Development Opportunities
• Employee Resource Groups 
• This list could vary based on location/region

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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