Supply Chain Solution Specialist

SUMMARY :

Brown University Health (BH) employees are expected to embrace and successfully role model our Shared Values of Compassion, Accountability, Respect, and Excellence; as these values guide our everyday actions with patients, customers, and one another.

Under the supervision of BH Finance and Supply Chain Leadership - Supply Chain Solution Specialist serves as the frontline point of contact for BH operators and Suppliers seeking assistance with various Supply Chain related inquiries and concerns - ensuring customer satisfaction, quick problem resolution and Center operations run smoothly and efficiently. Operational standards must provide a high-level of customer service to the departments Supply Chain supports across BH facilities.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers, and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

• Deliver and champion high-quality customer-centric, customer service by addressing employee and Supplier questions, resolving issues, and guiding internal & external customers through Supply Chain processes and procedures with professionalism and accuracy.
• Manage inquiries or complaints, address complex issues, and ensure prompt resolution in accordance with company policies and procedures within established service levels.
• Serve as the first point of contact to queries and concerns from operators and suppliers regarding invoices, payments, and other related issues in a timely and satisfactory manner and escalate appropriately using sound judgement.
• Contribute to the development and maintenance of response scripts, job aids, and knowledge resources for on-going use.
• Support continuous improvement by identifying recurring issues and recommending process enhancements.

• Use an electronic case management tool (Workday), to ensure accurate and up-to-date records of operator interactions, inquiries, and issue resolutions for documentation and reporting purposes.
• Educate employees about company policies, procedures, and programs, including any changes to the same; as well as recommend self-service resources that employees can access.
• Handle sensitive financial information with confidentiality and discretion, adhering to privacy regulations and company policies.
• Apply critical thinking and sound judgment to escalate issues to the Solution Center Supervisor.
• Clearly communicate expectations on next steps or response times to the customer.
• Ensure elevated levels of customer satisfaction by delivering prompt, courteous, and accurate assistance to employees, fostering a positive experience.
• Perform other duties as assigned to support the success of the Supply Chain teams.
• Support departmental operations, which may include training new team members and assisting with cross-functional problem solving.
• Performs other duties and responsibilities as required.

Necessary skills include excellent communication, adaptability to a diverse portfolio of work, attention to detail, and knowledge of commonly used Microsoft Office functions.

SKILLS/KNOWLEDGE

• Payment technology, ERP systems, Microsoft Office products
• Communication skills (verbal, written, visual)
• Critical thinking, adaptability, and problem-solving
• The ability to exercise considerable independent judgment in the performance of duties.
• An elevated level of people skills to effectively represent BH and Supply Chain in interaction with all levels of personnel within and outside the organization.

EXPERIENCE :

• Proven success in dynamic settings
• Associate degree or equivalent combination of education, training, and experience

• Demonstrated customer service experience.

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EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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