Customer Service Representative

Customer Service Representative-E‑Procurement

Position Summary: The Customer Service Representative has the knowledge and skillset to effectively support the day-to-day operations of Avendra's Customer Service Department and Call Center. He/She provides world-class customer service by serving as a single point of contact to all customer inquiries regarding products and services available through Avendra.

Job Responsibilities:

• Effectively support the day-to-day operations of Avendra's Customer Service department
• Provide customer service support to all Avendra Customers, with a primary focus on Avendra customers utilizing the iBuyEfficient and Nexus platforms
• Respond to customer support inquiries for 1-866-AVENDRA, the Customer Service email inboxes and live chat with timeliness and courtesy
• Identify and resolve system and service-related concerns expressed by customers
• Monitor and maintain technical integrations with various systems: EDI transmissions, Accounts Payable Integrations, Supplier Catalog Integrations
• Develop and maintain ongoing mastery of the internal Administration Tools, Avendra Supplier programs and Avendra's E-Commerce platforms
• Consistently portray a strong, positive message to the team based on set directives, established team goals, company goals and general company philosophy
• Responsible for the seamless integration and on-going support of iBE Clients
• Collaborate with Manager, Customer Service and other key stakeholders internally and externally to ensure Customer Satisfaction
• Conduct Nexus client demos, implementations and customer training
• Provide timely support to key internal and external stakeholders
• Interact with all levels of management within Avendra in addition to our supplier and customer base

Secondary Responsibilities:

• Support release of new technology by conducting user acceptance testing and providing the voice of customer feedback
• Identify opportunities for process improvement of through refined procedures, tools/templates, and by leveraging technology
• Support the onboarding and training of new hires
• Complete special projects/assignments as requested by the Manager of Customer Service
• Provide support on holidays or weekends when required

Primary Competencies:

• Functional/Technical Skills
• Effective Written and Oral Communications
• Problem Solving & Analytical Skills
• Relationship Building
• Planning and Organization
• Quality & Continuous Improvement

Qualifications:

• Excellent customer service skills and telephone etiquette
• 1 year of experience effectively navigating through multiple IT platforms required
• Strong communication and interpersonal skills (written and verbal)
• Excellent organizational skills – great attention to detail. Ability to function in a multi-tasked and fast paced environment
• Ability to prioritize time sensitive issues
• Training experience in a group, individual, or online setting a plus
• Experience in hospitality, purchasing and/or procurement a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Bilingual in Spanish/English a plus
• Willingness to work flexible hours when required

Compensation: The hourly rate for this position is $22 to $27.